Business Application Analyst -Workforce Management

Salary undisclosed

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Develop, run and maintain regular reports requested by management to keep records of phone activity for various periods of time. These reports will include information that impacts the phone service levels ( call volume, attendance, CSR availability, etc.).
Work closely with the operations team to analyze and help improve their delivery processes.
Own task of maintaining, scheduling and testing incoming projects ( skillsets, phone lines, scripting, patching). Providing updates to each business leader on the process and outcomes.
Monitor phone activity and take action as needed. Monitor live data showing calls holding, long wait times, etc. Notify management of concerns so that action can be taken.
Assist with projects and other duties as requested or assigned

Qualifications

Education: Bachelor's Degree
Experience: Minimum of 3 years experience in WFM functions, specifically real-time management, in a multi-department/site contact center environment.
Skills:
Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin an asset
Must have advanced level Microsoft Excel skills - Including advanced formulas, also Word and Email
VBA macros an asset
Excellent knowledge of major operating systems (Microsoft, Unix/Linux, Novell) essential
Ability to create reports in Excel and forecast results
Attention to detail and high level of accuracy
Ability to multi-task, focus and complete reports for extended periods of time
Able to work in a multicultural environment with regional responsibilities.
Excellent verbal and written communication skills.
Willing to work in Cavite on a rotating schedule.