Real Time Analyst Workforce Management
Real Time Analyst Workforce Management
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Salary Not Disclosed
1 Vacancy
Job Description
Position: Real Time Analyst (Workforce Management)
Location: Cebu Philippines.
Salary: PHP 35000 basic
Joining Date: ASAP
Responsibilities:
- Responsible for real time monitoring reporting analysis tracking documenting and communicating agent activity on multiple lines of business through phone chat or email.
- Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines.
- Act as a first point of contact for any escalations outages system issues or any other production impacting situations. Follow appropriate procedures.
- Coordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.
- Recommend procedural and operational guideline changes to improve communications and operational efficiency.
- Prepare IntraDay and EndofDay Client and Internal reports while ensuring timeliness and accuracy of data.
- Analyzing realtime call trends and adjusting staffing to ensure service levels as well as the companys financial goals.
- Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents.
- Planning and scheduling offphone events.
- Maintain confidentiality relative to organizational strategies objectives and practices.
Requirements:
- 13 years of experience in the same capacity
- Strong data analytics and creation of reports
- Experience in automating tasks/reports that are manual to reduce cycle time and defects.
- Proficient users of Excel and understanding call center statistics are a must.
- Knowledge in VBA macros linked data pivot chart tools design tools are an advantage.
- Experience in developing dashboards understandable reports and useful visualization.
- Flexible schedule and excellent attendance record
Employment Type
Full Time
