Workforce Management/Real Time Analyst

2 weeks ago

Makati, Philippines eTeam Workforce Private Corporation Philippines Full time

Responsibilities

  • Ensure that Company's Customer Experience teams meet all of our SLAs in responding to our customers in a promptly manner.
  • 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 have
  • 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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