Senior Real Time Analyst (Eastwood)
Qualifications:
- Bachelor’s Degree in a recognized technical, engineering, scientific, managerial, business, or other discipline related to area of expertise
- At least 1 year of previous experience with data analysis
- At least 2+ year Workforce Management (WFM) functions experience preferred
- Amenable to work onsite in Eastwood, Quezon City
- Amenable to work in shifting schedule
- Good organizational and communication skills, plus knowledge of talent management programs functions
- Proficient in MS Office apps (MS Excel/Word/Power Point)
Job Description:
- May manage various workforce management systems, such as IEX scheduling software and CMS
- Identify Triggers
- Provide essential input to leadership team so that staffing plans are based on analysis of historical performance and real time data
- Monitor adherence real time to ensure performance is within pre-set parameters, works with supervisors to resolve schedule adherence issues, escalating to leadership if necessary
- Have familiarity with forecast and scheduling concepts an asset
- Efficiently manage call volume and labor resources for our inbound, outbound and workflow, while maintaining and exceed goals and expectations
- Compiles summarize and disseminate various reports including, but not limited to, volume, efficiency, production hours, daily performance summaries, LT/ST forecast bridge analysis, cost per transaction tracking
- Coordinate with various departments and centers daily on staffing levels and production efficiency maximization issues affecting production
- Real time monitoring of call center activities (service levels, schedule adherence)
- Assist in coordinating call center activities with management teams
Employer questions
- What's your expected monthly basic salary?
Company profile
About WNS:
WNS Philippines - Established in 2008, WNS Philippines has been delivering the full spectrum of BPM services – in customer interaction services, finance and accounting, research and analytics, technology solutions and industry-specific businesses for more than 10 years. With more than 8,000 employees spread across 11 sites located in 4 key cities, Quezon City, Pasig City, Muntinlupa City, and Iloilo City – WNS is one of the fastest growing centers in the country.
Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.
WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 44,000+ Professionals serve across 60 delivery centers in 16 countries worldwide.
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