Workforce Management Real Time Analyst-Urgent

3 days ago

Quezon City, Philippines Visage Executive Search Full time

Job title: Workforce Management Real-Time AnalystWork setup: Onsite in AlabangWork Schedule: ShiftingSalary: Php 22,000 – Php 34,000 packageStart date: ASAPBasic Functions•Generates schedules accordingly to meet the business requirements enabling superiorcustomer service• Adjust the schedules accordingly based on the actual scenarios and provide overtimerequirements/voluntary time off to ensure efficient and effective staffing•Monitors the queue in real-time while tracking, documenting, and communicating agent activityon multiple lines of businesses •Assist agents with basic troubleshooting and workarounds•Report and track all system issues and outages•Prepares and publishes the Intraday and other relevant reports while ensuring accuracy andtimeliness of data.Essential Functions•Regularly performs volume and performance analysis and proactively communicate possibleimpacts to business•Supports management with all necessary reports and planning models to facilitate theprocess of decision making•Monitors actual activities and compare it to plan and make recommendations for immediatechanges•Staff the appropriate number of agents at the proper time based on recent/historical capacitydrivers•Ensures that pre-planned activities are being scheduled in advance and communicatedeffectively • Adjust the schedules accordingly based on the actual scenarios and provide overtimerequirements/voluntary time off to ensure efficient and effective staffing•Ensures adherence to schedules and raises alerts on time in case of deviations •Optimizes the schedules and makes real-time adjustments on breaks and lunches based onthe actual staffing•Executes skill change and reallocation requests and initiatives•Provides recommendations in case of understaffing/overstaffing•Act as first point of contact for any escalations, outages, system issues or any otherproduction impacting situations•Maintains confidentiality relative to the organizational strategies, objectives, and practicesQualifications:•Candidate preferably possess at least a Bachelor’s/College Degree• 1-year minimum experience in Workforce Management• Excellent skills in scheduling and real-time time management are a must•Strong organizational skills to ensure critical timelines are met•Accuracy and attention to detail a must in this role•Detail-oriented with ability to deliver project deliverables with little supervision•Excellent written, verbal, and e-mail skills, with the ability to interface effectively with individualsat various levels•Ability to effectively prioritize workload in a fast-paced, real-time, and frequently changingenvironment while remaining detailed and organized•Demonstrate analytical, organizational, problem solving and creative thinking skills•Respond positively to change, embracing and using new practices or values to accomplish goalsand solve problems•Flexible and willing to work in shift schedules

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