Responsibilities

• Generate and track the raw data from the different CS reporting tools.
• Update and disseminate the daily CS performance reports.
• Create the report files and templates as requested by stakeholders.
• Create and presents the monthly/quarterly Executive reports in PowerPoint format.
• Organize raw data for system issues reported to Operations.
• Responsible in reporting and monitoring transaction volume in interval, daily, monthly and yearly basis for all sites.
• Liaise with the managers to collate the quality scores, customer feedbacks, volume drivers and player data.
• Investigate, analyze and document the volume spikes, contact drivers, and other business requirement documents requested by the stakeholders.
• Maintain and update the CS Master headcount file.
• Audit and reports the status of active and inactive users in the WFM systems.
• Monitor and reports the license usage of the WFM systems.
• Act as a representative of the WFM team on meetings concerning reports, analysis, and user management.
• Lead the team on projects involving reports and trend analysis.
• Monitor and tracks the timely completion of the Business Analytics and User Management group’s recurring tasks.
• Manage the workload file and reports tracker of all WFM groups.
• Perform other Workforce Management related duties assigned by superiors.