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Workforce Analyst

December 16, 2016

This position is responsible for providing support to assigned COS Operations team (s), which may include monitoring individual and overall line statistics, tracking production employee attendance, performing a wide variety of general clerical functions, and preparing reports in a timely and accurate manner.

Operations Support Functions – Monitor real-time individual and overall line group call statistics in a timely and accurate manner ensuring adherence to established departmental policies and procedures; ensure appropriate staff team members are notified of production employees exceeding the limits for ALC, Hold Time, and Not Ready Time; monitor use of dial-out function on specific line groups, as requested; may assist with timely administration of breaks and lunches to production employees as well as shift releases to maximize efficiency while continuing to meet client DMOQs; report login ID issues to appropriate client representative for corrections; input production employee information (i.e. new hire team assignments, changes, etc.) into appropriate database for statistical reporting purposes; prepare and distribute assigned reports; serve as point of contact for general production employee questions.

Attendance Functions – Monitor attendance of assigned production employees in a timely and accurate manner ensuring adherence to established department policies and procedures; maintain attendance database with the most up-to-date information on each production employee’s attendance record, tracking absences as they occur; coordinate with the Scheduling department to verify that production employee shift information is accurate in the scheduling system, ensure shift attendance is reported correctly.

General Clerical Functions – May provide clerical support to assigned team(s) including, faxing, processing incoming and outgoing mail, and copying material in an accurate and timely manner; monitor computer printers, facsimile machines, and distribute any printed materials to appropriate team members; process all local incoming calls for the Operations team, routing appropriately, and interacting with clients as necessary; evaluate incoming calls to podium and ensure they are properly routed as outlined in departmental policies and procedures; create and maintain phone listing for assigned site; store and check out employee handbooks; may coordinate production employee paycheck discrepancies in the absence of on-site payroll


Support Specialist will be expected to master the following knowledge, skills and abilities to successfully perform this job


Modern office procedures, methods, and equipment

Departmental policies and procedures

Principles and practices of customer services

Report preparation methods

Office policies and procedures

General knowledge of telemarketing

Fundamentals of basic statistical concepts

Skills and Abilities

Ability to handle multiple tasks and meet strict deadlines

Compile data and create reports and related material

Understand and carry out oral and written instructions

Good attention to detail

Establish and maintain cooperative working relationships

Good verbal communication skills

Work independently in the absence of immediate supervision

Organize and maintain appropriate files and records

Proficient in MS Excel (pivot/vlook-up function; formulas; formatting) and Word


•College Diploma, preferred

•Minimum 1 year related experience in a BPO industry

•With experience in data entry

•Knowledgeable with various software applications programs

•Willing to work in Alphaland Southgate Tower, Makati City