MIS/Workforce Specialist

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MIS/Workforce Specialist

Philippines - Operations

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As a MIS/Workforce Specialist, you’ll report to the MIS/Workforce Unit Lead and will assist in providing support to the Contact Center and other business units through reports generation and data analysis.

Responsibilities

Assist the MIS/Workforce Unit Lead in developing and distributing Contact Center reporting.

Modify, revise, and update scorecards, dashboards, and other reports.

Responsible for data integrity, accuracy of all reporting requirements

Assist the MIS/Workforce Unit Lead in serving as first point of contact and liaison with IT support to quickly escalate and resolve system issues and minimize downtime.

Monitor call routing to and report any spikes in the interaction volume and agent utilization to the MIS/Workforce Unit Lead.

Assist in coordinating with IT team in the provisioning of access for new hires for Contact Center.

Assist in managing intraday staffing levels to meet forecast requirement and communicate identified risks to management and other analysts.

Assist in managing call routing to increase service levels and agent utilization and approve discretionary activities to increase occupancy.

Any task that may be assigned from time to time by the management.

Designs/ creates various databases for Operations.

Maintain constant communication with Operations teams to coordinate the needed adjustments.

Analysis of daily/weekly/monthly Historical volume.

Qualification

University/college graduate is a must. Preferably with a degree in computer science, MIS, engineering, information technology, or related field.

1-3 years of experience in the same capacity.

Experience in developing dashboards, and understandable reports and useful visualization.

Must be proficient with Microsoft Excel and Office, to store data, create reports, produce schedules, and perform other tasks.

Must have an understanding of call center operations.

Proficient user of Microsoft Office, with knowledge of reporting tools, and data analysis tools.

Flexible work shifting schedule and has an excellent attendance record.

Interested? Send us your CV attalentacquisition@tonikbank.com

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+63 2 5322 2645

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Philippines

Unit 605B, 6/F West Wing, The Offices at Estancia, 1605 Meralco Ave, Pasig City

Singapore

175A Bencoolen Street, Burlington Square #05-01, Singapore 189650

India

DLF IT Park, 1/124 Block 10, 6th Floor, DLF IT SEZ, Mount Poonamalee Road, Nandambakkam Post, Manapakkam, Chennai 600 089, India

Deposits are insured by PDIC up to ₱1 Million per depositor.

Tonik Digital Bank, Inc. is regulated by the Bangko Sentral ng Pilipinashttps://www.bsp.gov.ph/.

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