Overview
We are looking to add a Workforce Reporting Analyst!
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.
ELIGIBILITY: FILIPINO CITIZEN
SET UP: HYBRID ( once a month onsite)
SCHEDULE: 6AM-3PM CST / 7PM-4AM PH as main business hours but must be amenable to shifting schedule
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
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