Call Center Analyst.

xpatjobs       |    Location:Taguig , Metro Manila       |    Country:Philippines

Careers that Change Lives Join a diverse team of innovators who bring their worldview, their unique backgrounds, and their individual life experiences to work every day. Its no accident we work hard to cultivate a workforce that reflects our patients and partners. We believe its the only way to drive healthcare forward and remain a global leader in medical technology and solutions. A Day in the LifeThe Workforce Management Analyst, will be responsible for deploying and optimizing Workforce Management solutions across APAC Customer Care Operations. This position will partner with management teams across operations and other functional areas to identify actionable insights and work to implement solutions geared towards operational optimization related to forecasting, production workforce scheduling, and workflow. The Workforce Management Analyst will leverage data analysis to promote a culture of accountability; report success metrics and lead all assigned Workforce Management functions while partnering closely with operations to promote a "one team" atmosphere. Key Responsibilities: Work closely with operational managers to understand and maintain focus on their analytical needs, including identifying critical metrics and KPIs, and deliver actionable insights to relevant decision-makers.Create and maintain rich interactive visualizations through data interpretation and analysis integrating various reporting components from multiple data sources.Manage intra-day activities for inbound, outbound, processing and support Customer Care Operations to ensure resources are balanced appropriately and meet established service goals.Participate with operations leaders/project manager conduct root cause, deep-dive analysis to implements actions based on the observed and quantified trends to drive efficiency and stabilize performance.Conducts statistical analysis on data and information to ensure correct predictive forecasting model or algorithm that will enable leaders to make sound operational and strategic decisions Must Have Bachelors degree in computer science, Statistics or Economics preferred.2+ years workforce management experience. Your Profile Experience in Workforce planning in a call center environment is an advantage.In-depth knowledge with scheduling/forecasting systems, preferably VerintProficient with Microsoft Office suite, including Access.Excellent communication and interpersonal skills with demonstrated ability to build strong business relationships; Solution orientated with a can do attitude and proactive, bias for action nature;Proven analytical skills, including mining, evaluation, analysis, and visualization.Possess strong problem solving and analytical skills, including the ability to see trends and patterns in data as well as ability to develop solutions and implement a course of action.Strong SQL or Excel skills with the ability to learn other analytic tools.Advanced Microsoft Excel and PowerPoint and Power BI