Real Time Analyst

2 weeks ago


Taguig, Philippines ETeam PH Full time

Job Description: Ensure that client’s Customer Experience teams meet all of our SLAs in responding to our customers in a promptly manner. Job Duties - Monitor real-time queue and to work closely with multiple vendor partners to meet Key Performance Indicators (KPI) - Manage the daily/intraday performance reports and update status to Leadership - Manage daily and intraday schedule adherence - Analyze past call volume, interval arrival patterns and staffing patterns - Re-allocate inbound volume and staffing assignment (if needed) - Encode exceptions on the WFM tools - The point of contact for any additional in-center pullout requests internally and from different vendors - Communicating any real-impacts (outages, influxes in volume, vendor issues) Skills: Passionate about delivering an excellent Customer Experience - Minimum of 1 year of relevant experience in Workforce Management / Operations - Expertise in real-time management, reporting and has background in scheduling and capacity planning - Proficient in the use of workforce management tools Able to work with large amounts of data to identify trends and patterns. - Specialist in spreadsheet tools like Excel and Google Sheet. - Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. - Excellent written and verbal communication skills required - Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization, and provide input on performance. Nice to haves: - Experience using BI tool such as Looker and Salesforce - SQL experience a plus - Experience meeting with and presenting information to senior leadership."


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