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...