Workforce Analyst Compensation

Ivan Reuben R. Muit WFM Real-Time Analyst & MIS Analyst

Location: BGC, Taguig

Email: ad5sto@r.postjobfree.com

Mobile: +639*********

Professional Profile

Experienced Workforce Analyst, Recruitment Analyst, and Compensation Analyst with a unique blend of technical prowess, operational understanding, and strategic partnership with leadership. Skilled in data analysis, business performance optimization, and use of workforce management systems including eWFM, CMS, AVAYA, Verint 360, and Five9. Comprehensive understanding of customer service and business operations in call center inbound voice processes and diverse lines of business. Dedicated to service excellence with a proven track record in ideation and innovation, earning recognition from onshore and offshore management for contributions.

Core Skills

• Problem Solving Skills • Customer Experience • Client Service

• Complex Problem Solving • Adaptable and Flexible • Conflict Resolution

• Focused on Accuracy and Timeliness • Basic Programming Knowledge • Creative Thinking

• Handled Complaint Calls • Handled in HR Hiring • Flexibility/Adaptability

Career Summary

Sept 2021 – Present Infosys

Workforce Analyst

In my current role at Infosys, I serve as a critical link in managing queues, assisting with new account transitions, and helping maintain service level agreements (SLA). I also provide valuable support in file updates and lead a pivotal team project centered on Real-Time Analyst Artificial Intelligence (RTA AI).

Key Responsibilities

●Queue Management

●Account Support

●SLA Maintenance

●File Updates

●Project Leadership

Key Achievement:

RTA AI Project: Led the development and execution of a project focused on integrating AI into the real-time analysis process, driving efficiency and accuracy improvements across the team.

August 2020 – August 2021 Transcosmos

Workforce Analyst

Workforce Analyst responsibilities include the hands-on planning and analysis of all workfoce/scheduling activities and forecast resource planning needs

Key Responsibilities

●Capacity Planning and Forecasting

●Develops and maintains scheduling process

●Real Time Queue management

●Report generation and Analysis

●Timely and effective communication of service or personal related issues to management/customers

●Effective communication of new process/procedure changes with Team Members

Feb 2020 – July 2020 ServiceSource

Sales Compensation Specialist

As a Sales Compensation Specialist, I am tasked to ensure that all data are updated and accurate. Monitoring and scrubbing any information that changes in Workday. We respond promptly and professionally to inquire from sales teams and business leaders regarding targets, calculated payments, adjustments, and statements.

Key Responsibilities

●Administer existing compensation plans timely and accurately, working closely with multiple leaders in the organization for input and alignment.

●Deliver standard reports and ad hoc analytics on compensation plans for both past and projected future payments.

●Support data audits, including financial and people data

●Ability to escalate complex issues to more senior staff

●• Ability to successfully take direction from more senior staff, as needed

●• Strong attention to data accuracy to support thorough audits

Jan 2014 – Jan 2020 Concentrix UP Ayala

WFM Real Time Management

Outline

As a Workforce Analyst, I am responsible for monitoring and analyzing Data Volume compared to staffing levels, both in real-time and historically. Will apply knowledge and concepts to drive the decision-making process associated with achieving service objectives and efficiency goals.

Key Responsibilities

●Maintains reporting for attendance incidents.

●Tracks employee adherence and other contact center specific metrics.

●Utilizes workforce management software to identify historical trends.

●Collaborate with the Onshore and Offshore management team to develop WFM strategies and identify areas for improvement, automation and cost savings.

●Utilize statistical methodology to analyze performance trends and improve metrics including but not limited to average handle time, utilization and shrinkage.

●Participate in all campaign planning processes in order to be aware of needs, required resources, objectives

●Communicates real-time with managers and Subject Matter Experts regarding any issues on the floor which may impact service levels or dialer effectiveness

●Communicates real-time any systems issues to IT.

●Reviews real-time queue reports, data usage reports, daily call trends, and real-time and historical outbound dialer data. Identifies any issues and communicates them on an ongoing basis to Management.

Key Achievement/Projects

●Tasked to continue automation through Visual Basic in Microsoft Excel and Access, leading to timeliness while maintaining high accuracy in Reports

Jun 2011 – 2014 Concentrix former IBM Innovation Center IBM Philippines Inc.

Customer Care Specialist

Outline

As a Customer Care Specialist, I Handled different accounts with different needs from Complaint handling, Collections, and Back-Office. Incoming requests from customers to ensure prompt resolutions of the queries resulting in complete satisfaction & acceptance. Efficiently gather complete information to access and fulfill customer needs. Proactively educate the customer on preventive measures to avoid raising similar queries in future. Offer a win – win proposition while adhering to Client company policy.

Key Responsibilities

●Opens customer accounts by recording account information.

●Maintains customer records by updating account information.

●Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

●Maintains financial accounts by processing customer adjustments.

●Recommends potential products or services to management by collecting customer information and analyzing customer needs.

Key Achievement/Projects

●Created Excel Macro that automatically creates Notes based on the Customer’s Requirement. This was implemented in two LOB’s and is recognize both by Onshore and Offshore Management.

Trainings

●Communication for Leaders - Achieved 07/05/2018

●Networking for Leaders - Achieved 04/02/2018

●Managing Upward - Achieved 01/09/2018

●Giving STAR Feedback - Achieved 03/14/2018

●Time Management - Achieved 09/20/2017

●Six Sigma Yellow Belt Final - Achieved 05/21/2017

●Capacity Planning - Achieved 08/14/2016

●Forecasting Advanced - Achieved 08/10/2016

●Scheduling Advanced – Achieved 07/10/2016

●Fundamentals of BPO - Achieved 04/24/2016

Interest

●Creating a Board gaming Community

●Leading a Discipleship Group Ministry in CCF

Character References:

Available upon request.

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