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Workforce and SLA Analyst - shifting schedule, temporary WFH

shifting schedule, temporary WFH

₱ 30,000.00 monthly ·  Pampanga, Central Luzon ·  30 November (updated)

Cloudstaff

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251 reviews
  • Description



  • Summary

    The Supplier Success Workforce and SLA Analyst has primary responsibility for creating and

    monitoring scheduling needs, real time monitoring and management, as well as monitoring,

    reporting, on and assisting in coordinating back office SLA management and attainment. They work

    closely with their manager, team leaders, as well as outsource partners on meeting and exceeding

    workforce and SLA requirements globally.

    Responsibilities:

    - Responsibility for meeting and exceeding SLAs – back-office and live support

    - Back-Office SLA monitoring, and reporting

    - Monitoring management and reporting of live support SLA

    - Daily, Weekly and Monthly Reporting on SLAs

    - Advise Operations Managers on scheduling opportunities and staffing needs based on

    volume trends

    - Participate in and provide WFM & SLA related updates during staff meetings and updates

    - Work in partnership with off-shore partners performing back-office and live support services

    - Keeps informed and abreast of product, servicing, insurance, health and safety trends,

    corporate and operational practices and policies

    - As a trained Supplier Success Professional support teams and support efforts including

    escalations and service recovery if needed

    - Create and publish schedules

    - Schedule effectiveness

    - Schedule adherence in partnership with Team Leaders

    - Other tasks and duties as assigned.

    Metrics That Matter:

    - Schedule Effectiveness

    - Schedule adherence

    - Productivity

    - Back-Office SLAs

    - SLAs for live support channels (Wait times, Abandon %, Service Level, etc)

    - Customer Satisfaction

    Working Schedule: shifting schedule

    Work Location: Tentative WFH

  • Requirements

  • Minimum education level: Vocational
  • Years of experience: 4
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Workforce and SLA Analyst

  • Pampanga, Central Luzon

  • Company

    Cloudstaff
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Salary

    ₱ 30,000.00 monthly

  • Apply