WFM Real Time Analyst
ClearSource
Full-time
On-site
Pasig City Ortigas
WClearSource is passionate about our Core Values!
Do you strive to provide an exceptional, authentic customer experience every day?
If the answer is yes, then ClearSource is looking for an exceptional WFM Real Time Analyst to work with our workforce professionals. If you have an exceptional eye for detail and can spot anomalies or trends in data quickly, enjoys working with data and have strong analytical skills that help you make informed decisions based on real-time data insights and want to join a company with a fantastic work culture, then this opportunity is for you!
Enjoy these outstanding perks and benefits:
- Customer First – We share an intense passion for creating an exceptional customer experience.
- Personal Accountability – Commit to do the right thing and do it.
- Humble Courage – Be brave enough to seek, deliver, and accept feedback.
- Hungry – Do your best every day to make great things happen.
- Happy & Healthy – Choose well, live well.
Do you strive to provide an exceptional, authentic customer experience every day?
If the answer is yes, then ClearSource is looking for an exceptional WFM Real Time Analyst to work with our workforce professionals. If you have an exceptional eye for detail and can spot anomalies or trends in data quickly, enjoys working with data and have strong analytical skills that help you make informed decisions based on real-time data insights and want to join a company with a fantastic work culture, then this opportunity is for you!
Enjoy these outstanding perks and benefits:
- Competitive salary
- Medical and dental Insurance (with free dependents)
- Group life insurance
- Paid time off (PTO)
- Outstanding career growth
- Passionate, energetic & innovative work culture
- Friendly, team-driven environment
- Skills and leadership development
- Work From Home
- Monitors call queues and employee statuses and facilitates real-time discussions with team members located in US, Philippines, Costa Rica and India.
- Updates reports on schedule and sends them by deadlines throughout the day. The analyst ensures that all reports originating from the department are accurate and reliable.
- Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and billability goals.
- Analyst updates real-time schedule changes and approved off-phone activities in the WFM scheduling software.
- Helps with the integration and implementation of new WFM technologies. Facilitate weekly meetings and conduct WFM talks for new hires.
- Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
- Completed Senior high school or at least two years of college education under the old curriculum
- At least 1 to 3 years of Workforce Management experience using different WFM software (database system)
- At least1 to 3 years of Data Analysis experience capturing, storing and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc)
- At least 1 to 3 years of Microsoft Excel experience with Intermediate knowledge of formula definitions
- With strong analytical abilities
- Proficient in scheduling, forecasting, and workforce management planning