Workforce and Reporting Analyst

Workforce and Reporting Analyst 

Five9 is looking for an experienced Workforce and Reporting Analyst to streamline its customer service operations. The Workforce and Reporting Analyst will be responsible for real-time monitoring of agent activities, gathering and analyzing of phone and CRM data, and introducing process improvements throughout the whole WFM process. He/she will lead in the preparation and consolidation of all management reports and will be responsible for maintaining both ad hoc and BAU reporting requirements. The Workforce and Reporting Analyst will also be responsible for analyzing call volume and service request patterns and design schedules, forecasts, and resource allocations accordingly. This includes maximizing the utilization of headcount to meet or exceed service-level targets. He/She may also act as an Administrator of Verint and other WFM and Reporting platforms available within Five9. The Workforce and Reporting Analyst will work closely with CS management to provide scheduling performance and trends and recommend adjustments as needed. The ideal candidate will have experience with Call Center Technologies in a workforce or queue management role.

Key Responsibilities:

• Run Management and WFM Reports
• Real-time monitoring of agents
• Create Reports and Dashboards in Salesforce
• Create Cards/Reports in DOMO
• Provide feedback to the management team using performance and trending analysis
• Use workforce management software and call volume history to help manage SL’s and determine the most effective method for staffing adjustments
• Analyze call volume patterns and overall service requests that may come in via other channels such as email and from the web
• Maximize headcount utilization to meet or exceed service level requirements
• Design, generate, and coordinate schedules and forecasts
• Make real-time adjustments to agent schedules and activities
• Manage and administer Verint and other Five9 WFM platforms available
• May provide training on report/dashboard creation to Management as needed
• Perform other duties as assigned by management

Qualifications:

• Bachelor’s degree or higher from a reputable institution or the equivalent in relevant work experience
• 3+ years of relevant work experience in a call center-related role such as workforce analyst or reporting analyst
• 3+ years experience with Workforce Systems such as Avaya, CMS, IEX, eWFM, Blue Pumpkin, etc is desired (Verint experience is a plus)
• Experience in SAP, object-oriented programming, and other data analysis programs or BI tools is a plus (DOMO preferred)
• Intermediate to advanced knowledge of MS Excel; writing scripts in macro is an advantage
• Experience with MS Access and SQL is an advantage
• Ability to create, update, and share databases is an advantage
• Advanced knowledge in data mining, data analysis, and dashboard creation
• Strong troubleshooting and report-writing abilities
• Proven experience creating data-driven knowledge that promotes profitability.
• Capacity to train staff/colleagues in foundational data entry techniques
• Willing to work a night shift schedule
• Strong analytical and problem-solving skills
• Ability to operate with minimal guidance; must be able to exercise sound judgment and decision-making in challenging situations
• Possesses an ability to prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment
• Positive, can-do attitude and willingness to jump in and help wherever needed is required
• Excellent RA’s and BA’s are encouraged to apply

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13^th month pay, Solo parent leave, Special leave for women)

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