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MIS/Workforce Specialist

Philippines - Operations

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As a MIS/Workforce Specialist, you’ll report to the MIS/Workforce Unit Lead and will assist in providing support to the Contact Center and other business units through reports generation and data analysis.

Responsibilities

  • Assist the MIS/Workforce Unit Lead in developing and distributing Contact Center reporting.
  • Modify, revise, and update scorecards, dashboards, and other reports.
  • Responsible for data integrity, accuracy of all reporting requirements
  • Assist the MIS/Workforce Unit Lead in serving as first point of contact and liaison with IT support to quickly escalate and resolve system issues and minimize downtime.
  • Monitor call routing to and report any spikes in the interaction volume and agent utilization to the MIS/Workforce Unit Lead.
  • Assist in coordinating with IT team in the provisioning of access for new hires for Contact Center.
  • Assist in managing intraday staffing levels to meet forecast requirement and communicate identified risks to management and other analysts.
  • Assist in managing call routing to increase service levels and agent utilization and approve discretionary activities to increase occupancy.
  • Any task that may be assigned from time to time by the management.
  • Designs/ creates various databases for Operations.
  • Maintain constant communication with Operations teams to coordinate the needed adjustments.
  • Analysis of daily/weekly/monthly Historical volume.

Qualification

  • University/college graduate is a must. Preferably with a degree in computer science, MIS, engineering, information technology, or related field.
  • 1-3 years of experience in the same capacity.
  • Experience in developing dashboards, and understandable reports and useful visualization.
  • Must be proficient with Microsoft Excel and Office, to store data, create reports, produce schedules, and perform other tasks.
  • Must have an understanding of call center operations.
  • Proficient user of Microsoft Office, with knowledge of reporting tools, and data analysis tools.
  • Flexible work shifting schedule and has an excellent attendance record.

Interested? Send us your CV attalentacquisition@tonikbank.com

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