WFM MIS Lead

About Us

Moder was founded in December 2020, with the mission to positively impact the financial health of companies in need by powering their in-house processes using top talent, workflow best practices, and progressive technology.

We are a tech forward outsourcing company specializing in supporting the US mortgage, insurance, and banking industries.

Moder offers end-to-end or component-based outsourcing. We can do everything from managing one off projects to becoming an extension of your customer service or operations team.

Our team is built by outsourcing industry experts who've been on the client and provider sides. They bring decades of experience in financial services and expect the highest calibre of service and delivery from our team.

We're a company based in the US with offices in India, and the Philippines.

• Job Overview:

As a Workforce Management - Senior Analyst, the duties include developing staff schedules, collecting staff performance data and customer feedback data, reviewing, and analyzing relevant data to identify problem areas, and preparing workforce analysis reports for company leadership to inform their policies and decision-making.

Job Title: MIS Lead Analyst

• Responsibilities:

Site Headcount Management: Monitor and manage site headcount, ensuring alignment with operational needs and budgetary constraints.

• Maintaining Headcount Reports: Develop and maintain comprehensive headcount reports, including tracking vacancies, onboarding, and attrition.

Seat Planning: Coordinate seat planning activities to optimize workspace utilization and accommodate evolving business needs.

• Performance Reporting: Provide detailed performance reports to stakeholders, highlighting key metrics and trends to support decision-making.

Analyze key metrics and provide improvement recommendations.

• Attendance Reporting: Maintain accurate attendance records for management review and payroll processing.

Adherence Management: Track and manage agent adherence to schedules to maintain service levels.

• Alert Management: Respond promptly to operational disruptions to minimize impact on customer experience.

Communication: Ensure effective communication channels for timely updates on performance and operational issues.

• Reporting: Generate real-time and historical reports to identify trends and areas for improvement.

Continuous Improvement: Identify opportunities for process optimization to enhance efficiency and customer satisfaction.

• Qualifications:

Experience in BPO /Call Center domain is a mandatory

• Analytical Skills: Strong ability to interpret complex data and make real-time decisions.

Communication: Excellent verbal and written communication skills for diverse stakeholders.

• Technical Proficiency: Proficiency in Power BI and Microsoft Excel & Power Point is desirable

Adaptability: Ability to work in a fast-paced environment with shifting priorities.

• Teamwork: Strong collaborative skills in a cross-functional team setting.

• Benefits

Paid Training

• Competitive Base Pay

Miscellaneous Allowance

• Paid Time Off

Paid Holidays

• HMO Benefits

Employee Referral Bonus

• Excellent Growth and Advancement Opportunities

Work onsite in Mandaue City, Cebu

Visit or WALK-IN in our office located on the 2nd floor, JDN Square, P. Remedio St, Mandaue City, Cebu

We are on NIGHT RECRUITMENT from 5pm-8pm Mondays thru Fridays.

Landmark: Pine Tree along A.S. Fortuna

Job Type: Full-time

Pay: Php45,

• 00 - Php65,000.00 per month
  
  Benefits:
• Free parking

Health insurance

• Life insurance

On-site parking

• Paid training

Schedule:

• 8 hour shift

Monday to Friday

• Night shift

Overtime

• Weekends

Supplemental Pay:

• 13th month salary

Overtime pay

Experience:

workforce: 2 years (Preferred)