WFM - MIS

The MIS (Management Information System) is responsible for managing the workforce management processes including data collection used for decision making and for the coordination, control, analysis, and visualization of information in the organization. In addition, this position also serves as the central point of contact for supervisors and senior management as related to service level information and KPI reporting. This position reports directly to the Workforce Supervisor.

Job Responsibilities

A WFM Role responsible for driving critical business decisions by analyzing metrics and designing reports

Responsible for analysis of historical performance

• Designing and automation of complex reports
• Ensure all tasks are completed on time and adjust schedules as necessary to accommodate changes in priorities or deadlines
• Assist supervisory and management in understanding the impact of events that occur throughout the day/week
• Flexible in accepting assigned tasks to meet business needs (within WFM functions)
• Provide regular feedback to Operations and Workforce team to improve upon short-range planning precision
• Regular, consistent and punctual attendance
• Must be able to work any hours assigned to support 24x7 operations hours and render overtime if needed
• Build strong interpersonal relationships with internal and external clients
• Work independently as well as in a team environment

Experience/Skills

• Ability to analyze and interpret moderately complex data using workforce management software.
• Ability to work with peers and other teams to achieve performance goals and objectives.
• Proficient personal computer skills including Microsoft Office
• With advanced knowledge in MS Excel formulas and VBA, including pivots and database management.
• Ability to communicate effectively with all levels of management and company personnel.
• Ability to prioritize and organize work in a multitasked environment.
• Ability to make decisions and solve problems under pressure.
• Ability to perform in a fast-paced and dynamic work environment.
• Ability to maintain the highest level of confidentiality and professionalism.
• Knowledge in SQL, MS Office (MS Excel, MS Access, MS PowerPoint, MS Word) PowerBI, Tableau, Python

Qualifications :

• 3-4 years experience as a WFM-MIS in a BPO industry
• Graduate of any 4 year course
• Amenable top work in a shifting schedule
• Amenable to work full-time onsite ( Ortigas, Pasig )