Position: Reports and Workforce Analysts

Salary Budget: 40,000

Shift Schedule: Permanent nightshift and PH holiday work

Work Set-up: Permanent onsite work

Location: Mandaluyong City

Required Experience: Five9 cloud based contact center solutions

Job Description:

• Collect, clean, and analyze data from various sources, having an experience with Five9 cloud based contact center solutions is required in the role.
• Develop and maintain reports, dashboards, and visualizations to track performance metrics.
• Identify trends and insights to support business strategies.
• Ensure data accuracy and integrity in all reports.
• Collaborate with different teams to understand reporting needs and provide solutions.
• Automate reporting processes for efficiency.
• Provide recommendations based on data analysis.
• Support management with ad-hoc reports and deep-dive analyses.
• Analyze historical data to forecast call volumes, workload, and staffing needs
• Create and adjust agent schedules based on business demand.
• Monitor real-time adherence and performance to ensure efficiency.
• Identify and recommend process improvements for workforce management.
• Provide reports on workforce trends, service levels, and agent productivity.
• Collaborate with operations, HR, and management to optimize workforce strategies.
• Use workforce management (WFM) tools to track and manage agent schedules.
• Assist in capacity planning and business continuity planning.

Qualifications:

• Bachelor’s degree in Business, Statistics, Computer Science, or a related field.
• Strong 1 -2 years of relevant experience as Reports and Workforce Analyst using Five9 is required for the job.
• Proficiency in Microsoft Excel, SQL, Power BI, Tableau, or other reporting tools.
• Attention to detail and data accuracy.
• Excellent communication skills for presenting data insights.