Overview
ELIGIBILITY: FILIPINO CITIZEN
SET UP: REMOTE
SCHEDULE: 6AM-3PM CST / 7PM-4AM PH or shifting
Carenet Health is leading telehealth solutions company committed to excellence. We prioritize innovation and collaboration to drive operational efficiency and deliver outstanding results. We are currently seeking a dedicated and skilled Workforce Reporting Analyst to join our dynamic team.
As a Workforce Reporting Analyst, you will play a crucial role in enhancing our reporting capabilities and ensuring the seamless alignment of business requirements with technical solutions. You will collaborate with cross-functional teams, leveraging your expertise in SQL, Microsoft Excel, Tableau, Power BI, and other Business Intelligence tools. The ideal candidate will possess a keen eye for detail, strategic thinking, and a proactive approach to problem-solving.
Responsibilities
- Conduct thorough research and analysis of Business Requirement Documents (BRD) to ensure accurate reporting scope.
- Develop and create relevant reports using SQL, Tableau, Power BI, and other Business Intelligence tools.
- Conduct audits within Workforce Management (WFM) tools to ensure alignment with various departments, including Telephony ACD Feeds, People Services & Finance.
- Provide proactive analysis to identify trends and offer recommendations for improvement.
- Tactically implement mutually agreed-upon processes, procedures, policies, and Key Performance Indicators (KPIs).
- Document all processes, procedures, policies, and KPIs for reference and training purposes.
- Effectively communicate concepts, strategies, and analysis using various communication methods.
- Respond creatively to work challenges and proactively make recommendations for process enhancements.
- Continuously learn and challenge ACD & WFM tools to drive operational efficiencies.
Qualifications
A. Education/Experience:
- Bachelor's degree in relevant fields with 5+ years of experience in Workforce Reporting Management.
- Leadership and analytical modeling experience in a Contact Center environment.
- Proficiency in writing queries (SQL, Python) and data visualization (Tableau, Power BI).
- Background in human resources, accounting, finance, or related fields.
- Experience in implementing new software/applications and familiarity with workforce applications.
B. Communication Skills:
- Exceptional oral and written communication skills.
- Strong presentation capabilities and interpersonal skills.
- Ability to adapt messaging for different audiences.
- Effective team-based project management experience.
C. Analytical Skills:
- Strong analytical skills with the ability to calculate figures, percentages, and apply basic algebra and geometry.
- Solid problem-solving skills and an appreciation for budgets.
- Experience in gathering human resources metrics.
D. Technical Skills:
- Proficiency in Microsoft Outlook, Excel, Word, Access, SQL, Python, Power BI, or Tableau.
- Familiarity with Windows operating systems, word processing, and internet software.
- Experience with workforce management tools is essential.
E. Supervisory Responsibilities:
- Experience in supervising and leading staff is a bonus
