Operations Analyst

Responsibilities

• Monitor team member utilization using Uptime Monitoring tool and identify any inconsistencies in service delivery.
• Communicate schedule deviations, such as tardiness, absence, work interruptions, and shrinkage, to clients and stakeholders.
• Maintain business continuity plans and ensure the recovery of team members’ work while effectively communicating with stakeholders.
• Generate interval reports for attendance and business recovery, providing accurate and timely information.
• Monitor team member activities in real time using internal tools, providing leadership insights and driving performance.
• Proactively communicate and address deviations and changes, fostering productivity and quality while considering cost-effectiveness and employee morale.
• Foster team spirit and actively listen to peers and leaders, providing seamless coverage and support.
• Serve as a role model for punctuality and discipline, minimizing escalations within the teams.
• Raise the bar of delivery standards by innovating and creating long-lasting, effective solutions for the team and operations.
• Promptly identify and address non-adherence, conformance, and compliance issues related to work rules, schedules, and performance metrics.
• Perform comprehensive attendance management including monitoring the Attendance Line and Uptime Monitoring Tool.
• Provide ad-hoc reporting for management as requested, maintaining, and updating attendance, absence, tardiness, and other relevant KPIs.
• Assist forecast in schedule creation, providing valuable floor reality insights to enhance planning accuracy.

Qualifications

• Critical thinker and enthusiastic learner
• At least one (1) to two (2) years of proven experience in either of the following roles:
• Team Leader
• Real-Time Analyst
• Reporting Analyst
• Quality Analyst
• Any BPO Support role experience
• Proficient in Microsoft Excel particularly in reports automations (VBA and Macro) and template creation (e.g. Power Query, Power M, and Power Pivot)
• Clear and coherent in both verbal and written.
• Strong interpersonal skills with the ability to collaborate effectively with cross-functional teams.
• Strong analytical skills with the ability to analyze data, draw insights, and make data-drive recommendations.
• Ability to work in a demanding environment and handle multiple tasks simultaneously.
• Demonstrate ability to drive performance and meet targets while maintaining a positive team spirit.
• Ability to collaborate within a team environment, offering support and assistance to all members of the team.
• Proficient in complex data analysis, including intricate reports, and transforming data from multiple resources.
• Knowledgeable with using Power BI and database management.

Screening Criteria

• MUST HAVE STABLE EMPLOYMENT HISTORY.
• At least 1 year as Team Leader/Real-Time Analyst/Reporting Analyst/Quality Analyst/Any BPO Support role experience
• Lives near Pampanga site or Davao site