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Workforce Analyst - Cubao
Workforce Analyst - Cubao (2007-12-04)
Call Center Company:
APAC Customer Services Inc.
Description:
APAC Customer Services Inc. is looking for individuals who are qualified for the position of Workforce Analyst - Cubao.
Successfuly applicants for Workforce Analyst - Cubao will have a great career in APAC Customer Services Inc..
Workforce Analyst - Cubao
(National Capital Reg - Araneta Center,Cubao)
* Attends to the day-to-day, hour-to-hour and minute-to-minute calls flowing in and out of the call center
* Facilitates rollout and implementation of schedule changes to maintain appropriate staffing levels by agent skills
* Uses various systems to process reports for Management and Client
* Develops predictive models to make FTE staffing recommendations within hours of operation and makes recommendations for future transaction forecasting schedules
* Utilizes various tools to monitor and report CSR/TSR performance, product status and absenteeism
REQUIREMENTS:
* Candidate must possess a Bachelor’s/ College Degree in Business or Computer Science
* At least 6 months workforce management experience in a call center setting
* Strong PC experience with advanced-user knowledge of MS Excel
* Excellent analytical/problem-solving and communication skills
* Ability to multi-task in a fast-paced environment
* Willing to work on shifting schedules (including graveyard, holidays, and weekends)
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