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 requireme...