BPO WFM

Overview

BPO WFM - Real Time Analyst ((Travel / Hospitality Account))

IGT Solutions Muntinlupa City, National Capital Region, Philippines

IGT Solutions is a leading next-gen customer experience company, specializing in AI-led transformative experiences for global brands. With a focus on digital and human intelligence, IGT manages end-to-end CX journeys across Travel and High Growth Tech industries. Established in 1998, IGT employs over 25,000 specialists across 30 delivery centers worldwide, with certifications in IT and BPO processes.

Educational Qualifications

• Preferably a graduate of any bachelor’s degree

Relevant Experience

• With 1 year BPO experience
• Good spoken & written English communications skill
• Computer proficient and can navigate the computer with minimum-to-zero supervision

Key Responsibilities and Duties

• Monitors real-time ACD work state of agents, schedule and break adherences, and agents exceeding thresholds.
• Ensure staffing and service levels are within acceptable range.
• Conducts analyses and recommends solutions to real-time performance issues with the Operations Management Team.
• Approves discretionary activities to increase occupancy and take advantage of high availability.
• Increases staffing level during IRROPS or high call volume.
• Administration of intraday schedule changes.
• Ensure all required WFM data is tracked and trended on a continuous basis.
• Delivers regular and ad-hoc reports on time as requested by the internal and external clients.
• Communicates identified risks to Operations Leadership, Management, Technology Team, and client counterparts including outages and system issues.
• Performs other duties and assignments as directed.

Functional Competencies

• Ability to learn and apply procedures
• Communication / Customer Service
• Stress Tolerance
• Work Commitment / Motivation
• Problem Solving Ability
• Analytical and Methodical Abilities
• Willing to work on site, on shifting schedules

Seniority level

• Associate

Employment type

• Full-time

Job function

• Analyst and Strategy/Planning
• Industries: IT Services and IT Consulting and Data Infrastructure and Analytics

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