Real time Analyst

4 weeks ago

Taguig, Philippines eTeam Full time

eTeam Taguig, National Capital Region, Philippines

Real time Analyst

eTeam Taguig, National Capital Region, Philippines

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- 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

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