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Real Time Analyst

4 weeks ago

Parañaque, Philippines DigiPlus Interactive Corp Full time

Real Time Analyst (Workforce Management Analyst) DigiPlus Interactive Corp. pioneered digital entertainment in the Philippines. It introduced leading platforms BingoPlus and ArenaPlus, widely known for their engaging experiences in interactive gaming and sports entertainment. DigiPlus also operates PeryaGame and GameZone, with more to come. JOB OVERVIEW The Real-time Analyst will play a pivotal role in ensuring that the scheduling and staffing is effective, efficient, and real-time management of resources is optimized. This role is responsible for monitoring and managing real-time operational activities to ensure service levels and key performance indicators (KPIs) are met. This involves immediate decision-making to address any discrepancies in staffing, call volumes, or system issues that may impact performance RESPONSIBILITIES Monitor real-time call center metrics, including call volumes, agent availability, and service levels. Adjust agent schedules and reallocate resources in real-time to address unexpected changes in call volume or staffing. Communicate with team leaders and management regarding any immediate operational issues or anomalies. Utilize real-time monitoring tools to detect and address adherence issues among agents. Generate and distribute real-time performance reports to stakeholders. Collaborate with the Workforce Management team to provide insights for future scheduling and forecasting. Ensure compliance with company policies and procedures during real-time operations. QUALIFICATIONS College Graduate Experience in a call center environment, preferably in a real-time monitoring or workforce management role Proficiency with real-time monitoring tools, workforce management software and advance knowledge in MS OFFICE and Power Bi Tools Strong analytical and problem-solving skills Excellent communication and interpersonal abilities Ability to work under pressure and make quick decisions Flexibility to work various shifts, including evenings, weekends, and holidays, as needed IN-OFFICE / Onsite work setup Seniority level: Mid-Senior level Employment type: Full-time Job function: Customer Service Industries: Entertainment Providers #J-18808-Ljbffr