Reports Analyst

Role DetailsPosition type and schedule: Full-timeTraining Schedule:  Flexible availability to work any shift (will be supporting Philippines and Honduras)Work type and Location: Hybrid, Metro Manila (McKinley West, Taguig and/or Cubao, Quezon City)Expected start date: ASAP About The Role A Reports Analyst is responsible for interpreting data, formulating, and implementing modifications to staffing plans for agent schedules and skill assignments to balance resources, both in real-time and in future planning, to meet all service levels and performance guarantees. Uses independent judgment to manage and shift staff resources dynamically to support call center goals and communicate any conditions that may affect success. This role is also responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.The ideal candidate can read data on sight and make recommendations on the strings to pull to drive the team to success. They should have customer support expertise and familiarity with reporting tools, including Microsoft Excel/Google Sheets. They will be expected to maintain several parallel reports with rigid detail and an eye for issues and improvements. You’ll Be...