Business Application Analyst -Workforce Management

LI-Hybrid

• Develop, run and maintain regular reports requested by management to keep records of phone activity for various periods of time.

These reports will include information that impacts the phone service levels ( call volume, attendance, CSR availability, etc.).

• Work closely with the operations team to analyze and help improve their delivery processes.

• Own task of maintaining, scheduling and testing incoming projects ( skillsets, phone lines, scripting, patching).

Providing updates to each business leader on the process and outcomes.

• Monitor phone activity and take action as needed.

Monitor live data showing calls holding, long wait times, etc.

Notify management of concerns so that action can be taken.

• Assist with projects and other duties as requested or assigned

Qualifications

Education: Bachelor's Degree

Experience: Minimum of 3 years experience in WFM functions, specifically real-time management, in a multi-department/site contact center environment.

Skills:


* Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin an asset


* Must have advanced level Microsoft Excel skills - Including advanced formulas, also Word and Email


* VBA macros an asset


* Excellent knowledge of major operating systems (Microsoft, Unix/Linux, Novell) essential


* Ability to create reports in Excel and forecast results


* Attention to detail and high level of accuracy


* Ability to multi-task, focus and complete reports for extended periods of time


* Able to work in a multicultural environment with regional responsibilities.


* Excellent verbal and written communication skills.


* Willing to work in Cavite on a rotating schedule.

Schedule: Full-time
Req: 00906H