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Real Time Analyst

4 months ago

Metro Manila, Philippines ALLSECTECH MANILA, INC Full time

Summary of Duties:

 

The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.

 

Main Responsibilities:

Manage the call volume, real time monitoring of intraday, and program break schedules.Assist operations to maintain service level and create valuable report to do forecastingGenerate ideas for process and service improvement planning.Use trends and reports to forecast requirements on a timely mannerResponsible to call out members not adhering to time scheduleSend out alert to operations regarding adherence performance and productivity on a daily, weekly and monthly basisMonitor, report and consolidate for documentation of any system downtimeEffectively communicate to internal and external stakeholders any new and pending requirements to elevate service deliveryInitiate to offer overtime to meet billable hours requirements and effectively encourage to take advantage of it

 

Skills and Qualifications:

Demonstrate sound work ethic.Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and EmailAbility to create reports in Excel and forecast results.Attention to detail and high level of accuracy.Ability to multi-task, focus and complete reports for extended periods of time.Previous call center experience required.Previous Work Force Management experience is considered an asset.

Qualifications:

Candidate must be at least 2 years College Level or an Associate Degree.At least 1-2 year(s) of working experience in the related field is required for this positionFull understanding of call center metrics and quality measurement toolsStrong initiative, detail-oriented and results-orientedExcellent communication skills, both written and oral in English

 

Working Conditions:

Normal Office Environment (Work on-site)

Work in shifting schedules including night shift

Work during Holidays as may be required by the Company

 

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