MIS Analyst – TRG Philippines

MIS Analyst

RESPONSIBILITIES:

The MIS Analyst works closely with all facets of the Work Force Team and Operations. The primary responsibility of the MIS Analyst is to provide work force report in a timely and accurate manner. They are also responsible for trending and analyzing the data to identify improvement opportunities. The MIS Analyst is also responsible for proactively identifying issues in the operations and to provide value-added analysis of the contact center data.

Principal Duties & Responsibilities

• Create accurate and timely Client reports as defined in the contract

• Create timely and accurate operations reports to meet management requirements
o Production to Paid Reports
o Bill to Pay Reports
o Program Level Reports
o Agent Level reports
o Service Level Reports
o Ad Hoc reports as required

• Create timely and accurate headcount reports
o Attrition Reports
o Absenteeism Reports
o Program Headcount Reports
o Site Headcount reports

• Create timely and accurate agent level reports
o Program work force metrics

• Create timely and accurate work force reports
o Service Level Reports
o Queue Reports
o Agent Break and Lunch Reports
o Future Exception Reports (vacations, VTO, holidays)
o Real Time Exception Reports (sick, absent, tardiness, VDT)
o Create Schedule Adherence Reports
o Forecast Accuracy Reports
o Ad Hoc Reports as required
o Trend Analysis

• Ensures compliance to company PCI standards and privacy laws
o Timely implementation of internal and external audit
o Ensures confidentiality of employee data
o Ensures confidentiality of client data

REQUIREMENTS:

• Two to three years MIS experience in Work Force Management
• Good Analytical and Statistical skills
• Ability to multi-task, adapt to change, and achieve results with accuracy and precision
• Above average spreadsheet and database management skills
• Above average analytical, organizational and interpersonal skills with attention to detail, accuracy and time management
• Proficiency with Workforce Management Tools: CMS, IEX; Reporting Tools: Crystal Reports; Database Management Tools: MS Access, SQL, MSSQL Server
• Thorough knowledge of Ms Office particularly MS Excel
• Excellent communication skills, both verbal and written
• Must possess effective organizational skills and time management skills with the ability to work on several projects simultaneously
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment
• Commitment to internal attendance standards required

Preferred skills:
Web Development and Database Management like MSSQL server, MS Access

Company Name :
TRG Philippines, Inc.
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Local Based Company
Location :
8th Floor Hanston Building Emerald Avenue Ortigas Center Pasig City 1605
WebSite :

http://www.trg.com.ph

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