Job Description

Job Description:

• Manages the daily volume arrival, daily attendance, and program break schedules
• Works closely with Operations team to analyze and help improve their daily delivery processes
• Generates ideas for process, and service improvement
• Produces daily, weekly, and monthly internal/client reports
• Uses trends and reports to give insights
• Assists with other duties as requested by Workforce leader, and Operations or assigned

Job Qualification:

• Bachelor’s degree/College undergraduate
• Demonstrate sound work ethics
• Must have advanced level Microsoft Excel Skills – including advanced formulas, also other MS related tools, and Google Workspace
• Experienced real-time-analyst or other related task that require monitoring, and manpower management
• Ability to create reports in Excel and other related tools
• Attention to details, and high level of accuracy
• Ability to multi task, focus and complete reports for extended periods of time
• Previous BPO – call center/back-office experience required
• Previous WFM experience is considered an asset