Real time Analyst

eTeam Taguig, National Capital Region, Philippines Real time Analyst eTeam Taguig, National Capital Region, Philippines Get AI-powered advice on this job and more exclusive features. Direct message the job poster from eTeam - Experience using BI tool such as Looker and Salesforce - Experience meeting with and presenting information to senior leadership. Job Description: Ensure that Coinbase’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. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Information Technology Industries Technology, Information and Media Referrals increase your chances of interviewing at eTeam by 2x Get notified about new Workforce Management Analyst jobs in Taguig, National Capital Region, Philippines . Taguig, National Capital Region, Philippines 1 month ago Makati, National Capital Region, Philippines 3 weeks ago Workforce Management and Analytics Supervisor Quezon City, National Capital Region, Philippines 1 month ago Taguig, National Capital Region, Philippines 1 week ago Makati, National Capital Region, Philippines 1 week ago Manila, National Capital Region, Philippines 1 day ago Shared Services Specialist (Workforce Management) Manila, National Capital Region, Philippines 1 week ago Manila, National Capital Region, Philippines 1 week ago Makati, National Capital Region, Philippines 3 weeks ago Workforce Management Lead - Operations, SeaBank Manila, National Capital Region, Philippines 2 weeks ago Taguig, National Capital Region, Philippines 1 month ago Workforce Management Lead - Operations, SeaBank Manila, National Capital Region, Philippines 2 weeks ago Manila, National Capital Region, Philippines 3 weeks ago Quezon City, National Capital Region, Philippines 2 weeks ago Taguig, National Capital Region, Philippines 2 weeks ago Manila, National Capital Region, Philippines 2 months ago Makati, National Capital Region, Philippines 1 month ago Senior Executive-Workforce Management-WFM Workforce Data Management Analyst (Workday) Muntinlupa City, National Capital Region, Philippines 1 day ago Makati, National Capital Region, Philippines 3 weeks ago Manila, National Capital Region, Philippines 4 hours ago National Capital Region, Philippines 2 weeks ago Mega FM - Workforce Management and Planning, SPX Express (Taguig) Manila, National Capital Region, Philippines 1 day ago Quezon City, National Capital Region, Philippines 4 weeks ago Manila, National Capital Region, Philippines 3 months ago Taguig, National Capital Region, Philippines 2 months ago Quezon City, National Capital Region, Philippines 1 week ago Manila, National Capital Region, Philippines 1 day ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr