Deskripsi Pekerjaan
Are you a data-driven professional with a passion for optimizing operational performance? Ubiquity is looking for a detail-oriented Workforce Reporting Analyst to join our dynamic team in Iloilo. In this role, you will be the backbone of our operational intelligence, transforming raw data into actionable insights that drive business decisions and improve service delivery.
As a Workforce Reporting Analyst, you will play a critical role in forecasting, scheduling analysis, and real-time reporting. You will collaborate closely with management to identify trends, mitigate risks, and enhance efficiency across our contact center operations. If you thrive in a fast-paced environment and have a knack for statistical analysis, we want to hear from you. Apply today and start your journey with Ubiquity!
Tanggung Jawab
- Develop, maintain, and automate daily, weekly, and monthly workforce management reports.
- Analyze historical data to identify trends, anomalies, and opportunities for operational improvement.
- Monitor real-time adherence and service levels to ensure operational targets are met.
- Partner with Operations Managers to provide data-backed recommendations for staffing adjustments.
- Maintain database integrity and ensure accuracy across all reporting dashboards.
- Conduct variance analysis between forecasted and actual performance metrics.
- Support the WFM team in creating capacity plans and scheduling strategies.
- Prepare executive-level presentations summarizing key performance indicators (KPIs).
Kualifikasi
- Bachelor’s degree in Statistics, Mathematics, Data Science, or a related field.
- Minimum of 2 years of experience in Workforce Management or Data Analysis within a BPO/Contact Center environment.
- Advanced proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, Macros) is essential.
- Strong experience with WFM tools (e.g., Aspect, Genesys, IEX) and Power BI or Tableau.
- Exceptional analytical skills with the ability to interpret complex data sets.
- Excellent communication skills with the ability to translate data into simple business insights.
- Strong problem-solving mindset and attention to detail.
- Willingness to work in flexible shifts to support international business hours.