Great People make Schneider Electric a great company.
Do you dream of working in a company that is driven by a meaningful purpose and that continuously creates an inclusive environment where you are empowered to do your best and be innovative? Start making an IMPACT!
The Role: Workforce Management Analyst
The Workforce Management Analyst role aimed to improve Service Delivery by managing and ensuring that the service level agreements for various programs are met by the contact center. As a WFM Real Time Analyst, you will provide operational support for our 24/7 muttichannel projects. As such, we schedule to meet our business needs.
What will you do?
- Develop, run and maintain regular reports requested by management to keep records of phone activity for various periods of time. These reports will include information that impacts the phone service levels ( call volume, attendance, CSR availability, etc.).
- Work closely with the operations team to analyze and help improve their delivery processes.
- Own task of maintaining, scheduling and testing incoming projects ( skillsets, phone lines, scripting, patching). Providing updates to each business leader on the process and outcomes.
- Monitor phone activity and take action as needed. Monitor live data showing calls holding, long wait times, etc. Notify management of concerns so that action can be taken.
- Assist with projects and other duties as requested or assigned
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Qualifications
Who would be successful?
- Minimum of 3 years experience in WFM functions, specifically real-time management, in a multi-department/site contact center environment.
Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin an asset - Must have advanced level Microsoft Excel skills - Including advanced formulas, also Word and Email
VBA macros an asset - Excellent knowledge of major operating systems (Microsoft, Unix/Linux, Novell) essential
- Ability to create reports in Excel and forecast results
- Attention to detail and high level of accuracy
- Ability to multi-task, focus and complete reports for extended periods of time
- Able to work in a multicultural environment with regional responsibilities.
- Excellent verbal and written communication skills.
- Willing to work in Cavite on a rotating schedule.
What's in it for me?
- Global family leave
- Comprehensive medical coverage for employee and dependents
- Worldwide Employee Stock Ownership
- Flexible work arrangement
Who will you report to? Operations Manager and Country Stakeholder
Why us?
- Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive.
- €36bn global revenue
- 150 000+ employees in 100+ countries
- 45% of revenue from IoT
- 5% of revenue devoted for R&D
Video Link: https://youtu.be/J0cFSdFpI24
Let us learn about you! Apply today.
You must submit an online application to be considered for any position with us. This position will be posted until filled.
It is the policy of Schneider Electric to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race,
religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.
Schedule: Full-time
Req: 009GK9