Senior Workforce Analyst

Summary

Join ConnectOS, a top-rated Philippines employer and a Great Place to Work-certified company, and work for the #1 selling furniture brand in North America! This role offers a competitive salary (P70,000 – P80,000 monthly) and a Tuesday-Saturday schedule (10:30 PM – 7:30 PM EST). You will plan, design, implement, and support complex telephony platforms, acting as a technical expert. The position requires at least 5 years of relevant experience and expertise in specific software and technologies. Enjoy excellent benefits including medical, dental, and life insurance, paid time off, a financial assistance program, and opportunities for career growth.

Requirements

• At least 5 years of experience on a similar role
• Experience in using Nice InContact and Five9 software
• Experience in using MS Power BI for metrics and data analysis
• Experience working with vendors for hardware and/or software support
• Must have experience in planning, designing, and implementation of telephony platforms

Responsibilities

• Plan, design, implement, and support complex multi-vendor Telephony Platforms
• Act as a technical expert in the Contact Center/Workforce Management platforms, clearly communicating the capabilities and limitations of the system
• Develop, test, and implement Contact Center applications and technology through projects and initiatives
• Demonstrated ability to analyze issues and identify root cause to resolve issues
• Understanding desktop concepts/technology for client support of voice technologies
• Demonstrates logical problem-solving skills with the ability to prioritize and multi-task with accountability and follow-through
• Manages trouble tickets to identify trends and details of a reported problem and assists with customer and vendor interaction for resolution of problems found
• Develop and maintain telecommunications documentation, including but not limited to, project status reports, inventory files, backup and other workload schedules, process, and procedure instructions – both technical and client, etc
• Relevant experience in administering, defining, designing, deploying, and supporting telecommunications systems including Call Center application support and other telephony protocols

Benefits

• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Regular Company Events, Work Life Balance, and Career growth opportunities