Deskripsi Pekerjaan
We are Ubiquity, a global leader in customer experience management. We are currently looking for a talented and analytical Workforce Reporting Analyst to join our growing team in Cagayan de Oro.
About the Role:
As a Workforce Reporting Analyst, you will play a crucial role in optimizing our operational efficiency. You will be responsible for transforming complex datasets into clear, actionable insights that directly impact our service delivery and strategic planning. Your reports will help drive key business decisions and improve overall workforce performance.
What You Will Do:
You will work closely with the Operations and Resource Planning teams to analyze staffing requirements, forecast volume, and ensure we are adequately resourced to meet client demands. By tracking real-time metrics, you will identify gaps and implement strategies to maintain service levels. Your ability to spot trends and provide forward-looking analysis will be vital in maintaining our high standards of service delivery.
Why Join Ubiquity?
At Ubiquity, we believe in investing in our people. We offer a collaborative and dynamic work environment, competitive compensation packages, and clear career progression paths. You will have the opportunity to work with cutting-edge tools and data analytics platforms while collaborating with industry experts. Our Cagayan de Oro site is a hub of talent and innovation, and we are committed to providing a supportive atmosphere where you can thrive. We provide comprehensive training and mentorship to help you achieve your career goals.
Your Impact:
You will be the trusted partner of our Operations and Workforce Management teams, ensuring that staffing levels are optimized, performance metrics are tracked accurately, and business objectives are met through data-driven strategies. If you are passionate about numbers and possess a keen eye for detail, this is the perfect role for you.
Ready to take the next step in your career? Apply today and start your journey with Ubiquity!
About the Role:
As a Workforce Reporting Analyst, you will play a crucial role in optimizing our operational efficiency. You will be responsible for transforming complex datasets into clear, actionable insights that directly impact our service delivery and strategic planning. Your reports will help drive key business decisions and improve overall workforce performance.
What You Will Do:
You will work closely with the Operations and Resource Planning teams to analyze staffing requirements, forecast volume, and ensure we are adequately resourced to meet client demands. By tracking real-time metrics, you will identify gaps and implement strategies to maintain service levels. Your ability to spot trends and provide forward-looking analysis will be vital in maintaining our high standards of service delivery.
Why Join Ubiquity?
At Ubiquity, we believe in investing in our people. We offer a collaborative and dynamic work environment, competitive compensation packages, and clear career progression paths. You will have the opportunity to work with cutting-edge tools and data analytics platforms while collaborating with industry experts. Our Cagayan de Oro site is a hub of talent and innovation, and we are committed to providing a supportive atmosphere where you can thrive. We provide comprehensive training and mentorship to help you achieve your career goals.
Your Impact:
You will be the trusted partner of our Operations and Workforce Management teams, ensuring that staffing levels are optimized, performance metrics are tracked accurately, and business objectives are met through data-driven strategies. If you are passionate about numbers and possess a keen eye for detail, this is the perfect role for you.
Ready to take the next step in your career? Apply today and start your journey with Ubiquity!
Tanggung Jawab
- Develop and generate comprehensive workforce reports on a daily, weekly, and monthly basis.
- Analyze real-time and historical data to identify trends, inefficiencies, and opportunities for improvement.
- Monitor key performance indicators (KPIs) such as Service Level, Occupancy, Abandon Rate, and Schedule Adherence.
- Collaborate with the WFM team to create accurate forecasting models for volume and staffing.
- Assist in the preparation of data and insights for client and internal business reviews.
- Create and maintain automated reporting dashboards.
- Provide actionable recommendations to optimize scheduling and reduce costs.
- Ensure data integrity across all workforce management systems.
Kualifikasi
- Bachelor's Degree in any related field (Mathematics, Statistics, Engineering, Business).
- At least 1 year of experience in Workforce Reporting, Management, or Data Analysis in a BPO setting.
- Advanced proficiency in Microsoft Excel (VBA, Macros, Power Pivot are a plus).
- Experience with WFM tools (e.g., Avaya, IEX, Verint, NICE) is an advantage.
- Strong analytical and problem-solving skills.
- Excellent attention to detail and accuracy.
- Effective communication and presentation skills.
- Willing to work on site in Cagayan de Oro and amenable to a shifting schedule.