Workforce Real Time Analyst

2 weeks ago

Manila, National Capital Region, Philippines SupportNinja Full time

We're obsessed with growth. From enabling companies to flourish, to helping careers bloom.

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

The Workforce Management- Real Time Analyst serves as the primary person in charge of ensuring staffing plans are carried out and adjusted as needed. Daily effort includes effective delivery of real time (intra-day) management and analysis with the purpose of optimizing resources to achieve business objectives.

What does a day in the life of a Workforce Management - Real Time Analyst look like?
  • Real-time monitoring of agents and call volume, ensuring adherence to their schedules, handling pending time-off requests and schedule changes, checking and flagging agents according to their performance in terms of thresholds set for ACW, Hold Time, TTR, ASA, etc.
  • Attends centralized or site management meeting, as required
  • Produces and analyzes quantifiable performance figures (i.e. call volume, AHT, running service level, efficiency report, etc) in order to make critical recommendations to address business performance issues.
  • Has experience on BCP Outage and is able to react in a timely manner based on the process
  • Able to monitor different omni channels (Voice, Chat, Email and any back office related KPI's).
  • Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
  • Proactively addresses and recommends staffing shortages and overages to ensure optimal performance.
  • Analyzes and evaluates workforce metrics to improve capacity planning and maximize utilization rates.
  • Applies analytics models and projections on staffing to enhance accuracy on forecasting and improve workforce decision making.
  • Communicates statistical analyses and results, along with implications, to technical and non-technical audiences.
  • Coordinates with operations, client and client services to gather all relevant data related to forecasting requirements.
  • Coordinates with Office Services and IT in regards with accurate and adequate seating plan to meet performance requirements set by the client.
  • Applies expertise in quantitative analysis, data science, scenario modeling and data visualization to help the company optimize workforce strategy.
What are the required qualifications of a Workforce Management - Real Time Analyst?
  • Bachelor's degree or higher from a reputable institution or the equivalent in relevant work experience
  • Must have at least 1 year of work experience in a call center related role such as: Real Time Analyst or Workforce Analyst
  • Understanding of call center metrics as well as of workforce management metrics and processes
  • Excellent verbal and written communication skills
  • Good decision-making skills
  • Ability to work through complex Microsoft Excel formulas
  • Strong analysis skills, data processing skills
  • Ability to understand and work through Microsoft Excel formulas (a strong working knowledge of Microsoft Office and/or Gsuite applications preferred)
  • Knowledge on Scheduling and Forecasting principles and processes

Ninja Perks and Benefits

*Full time employees

● Competitive compensation

● Adherence to government-mandated benefits

● Retirement Savings Program with Company Matching

● Life Insurance

● HMO on day 1

● Paid time off, birthday leave

● Bonus and incentive plans

● Opportunities for skills training and personal and professional development

●Employee Referral Program

● Beautiful office space (for onsite employees)

● Free lunch provided daily (for onsite employees)

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow Are you ready?

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.


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