Workforce Analyst
BEL USA LLC Manila
- undefined, PhilippinesPhilippinesPhilippinesPhilippines
- Toàn thời gianFULL_TIME
Miêu Tả Về Công Việc
A Workforce/Real Time Analyst is responsible for real-time monitoring, tracking, documenting and communicating agent activity on multiple lines of business.
This includes but not limited to:
- Ensure End to end capacity planning for headcount, seats and other company assets.
- Queue monitoring and updating the management on any deviations.
- Daily collaboration with operations and other departments to ensure smooth functioning of the production environment.
Critical functions:
- Create analytical, user-friendly reporting templates.
- Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as company’s financial goals (efficiencies) are met.
- Making necessary adjustments in scheduling software to appropriately track the productivity of Call Center Agents.
- Attendance Management (Tracking agent login/logout)
- Recommend procedural and operational guideline changes to improve communications and operational efficiency.
- Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.
Trình độ tối thiểu
Education/Training:
- Preferably Bachelor’s Degree in Finance, Accounting, Statistics, Business or related field.
Background/Experience:
- At least 2-3 years of experience in Scheduling/Forecasting/Real-Time Analyst.
- Prior experience in a BPO organization is a plus.
Skillset required:
- Proficient in excel and workforce management principles.
- Strong analytical and problem-solving skills.
- Strong communication skills, oral and written.
- Self-motivated and quick to take action.
- Strong mathematical, analytical, communication and organizational skills.
- Excellent problem-solving skills;
Ability to:
- Multi-task.
- Understanding of P&L concepts.
- Time Management for self and others.
- Work with minimum supervision.
- See the business as a whole.
Đặc quyền và lợi ích
- Paid Vacation Leave
- Paid Holidays
- Paid Sick Leave
- Paid Bereavement/Family Leave
- Maternity & Paternity Leave
- Life Insurance
- Medical / Health Insurance
- Medical, Prescription, Dental, or Vision Plans
- Free Lunch or Snacks
- Transportation Allowances
Kỹ năng cần thiết
- Analyzing Data
- Complex Problem-Solving
- Communication Skills
Tóm tắt công việc
- Trình Độ Công Việc
- Phó Giám Sát/Giám Sát
- Ngành Nghề
- Administration and Coordination
- Yêu cầu học vấn
- Tốt nghiệp Cử nhân
- Nhà tuyển dụng trả lời hồ sơ
- Sometimes
- Địa chỉ văn phòng
- Philippines
- Ngành nghề
- Marketing / Advertising / Sales
- Vị trí đang tuyển
- 2 vị trí tuyển dụng mới
- Trang web
- http://www.branders.com
Về BEL USA LLC Manila
BEL USA, also known as Branders, is a "See Before You Buy" company. It was founded in 1999 in the San Francisco Bay Area based on a single goal: to make high-quality, low-priced promotional products accessible to more people through the Internet. We were among the first in the industry to determine that it was more effective to sell online at a time when marketing through catalogs or traveling sales representatives was the norm. The internet allowed us to get our message directly to clients all over the country faster than ever before. But simply widening our reach was not enough. We wanted to do more for our clients by providing high quality products matched with the lowest prices. Indeed, even decades later, we still charge about 20% less than our online competitors. And better than that, we offer greater savings even when compared to our offline competitors. Branders is a force to be reckoned with in the promotional products industry!