Workforce Analyst
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Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
Optimise call centre operations and drive efficiency with Symbos.
Symbos is expanding and looking for a Workforce Management Analyst (Dialer) to join our team. If you have a knack for data analysis system management and process improvement in a contact centre environment this is your chance to make a real impact.
What will you do
- Operate and optimise dialler systems ensuring efficient call flow and minimal downtime
- Analyse performance data to identify trends issues and opportunities for improvement
- Implement workforce management methods set up new agents and maintain agent schedules
- Monitor and report on utilisation adherence and campaign management to business stakeholders
- Lead dialler initiatives to improve connect and Right Party Contact (RPC) rates
- Troubleshoot technical issues in real time collaborating with IT support and internal teams
- Manage vendor relationships and ensure systems are updated to meet operational needs
- Generate detailed reports on system performance campaign results and team productivity
- Provide actionable insights to senior management for resource allocation and operational changes
- Ensure compliance with industry regulations and company policies
- Advocate for best practices in dialler and workforce management staying informed of industry trends
What do you need to succeed
- Degree in a relevant field (e.g. Information Technology Business Administration) preferred
- Extensive knowledge of dialler and workforce management systems plus regulatory guidelines
- Proven experience in dialler management or workforce planning in a contact centre environment
- Demonstrated capability in data analysis and applying insights to operational improvements
- Technical proficiency influential skills analytical skills strong communication problem solving and adaptability
Why Symbos
At Symbos youll be part of a team that values operational excellence collaboration and continuous improvement. We offer opportunities to work with leading-edge technologies and support your professional growth in a dynamic environment.
Ready to optimise and innovate Apply now and help us connect engage and succeed.
Required Experience:
IC
Key Skills
- ArcGIS
- Intelligence Community Experience
- GIS
- Python
- Computer Networking
- Data Collection
- Intelligence Experience
- R
- Relational Databases
- Analysis Skills
- Data Management
- Application Development
About Company
Recoveriescorp is a contact centre specialising in receivables management solutions and insurance claims recovery services. We provide innovative and tailored end-to-end solutions for our clients.
