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 high-performing team in Bacolod. In this role, you will be the backbone of our operational intelligence, transforming raw data into actionable insights that drive efficiency across our customer service accounts.
As a Workforce Reporting Analyst, you will play a critical role in monitoring real-time performance metrics, identifying trends in contact volume, and providing stakeholders with the analysis needed to make informed staffing decisions. We offer a vibrant work environment, professional growth opportunities, and the chance to work with a global team that values innovation and excellence.
Tanggung Jawab
- Develop, maintain, and automate daily, weekly, and monthly workforce management reports.
- Monitor real-time site performance and handle interval reporting to ensure service level targets are met.
- Analyze historical data to forecast contact volume, AHT, and shrinkage patterns.
- Collaborate with operations leadership to provide insights on staffing gaps and productivity blockers.
- Identify process improvement opportunities through deep-dive data analysis.
- Maintain data integrity across all reporting platforms and workforce management software.
- Support leadership in preparing business reviews and operational dashboards.
Kualifikasi
- Bachelor’s degree in Mathematics, Statistics, Computer Science, Business Administration, or a related field.
- At least 2 years of experience in Workforce Management (WFM) or business reporting within a BPO/Call Center environment.
- Advanced proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, Macros, Power Query).
- Experience with WFM tools (e.g., IEX, NICE, Verint) or SQL is highly preferred.
- Strong analytical mindset with the ability to interpret complex data sets.
- Excellent communication skills to convey data-driven insights to non-technical stakeholders.
- Ability to work in a fast-paced environment and adapt to shifting operational priorities.