Workforce Management/Real Time Analyst

Job Description

Transcom is looking for talented individuals like you to join our awesome team Be the next Real Time Analyst for our Transcom Davao site. Join our Transcom Family as a Real-Time Analyst

Responsibilities

• As a Workforce Management Real Time Analyst, you will manage all call center traffic to ensure compliance with customer service level agreements.
• Serve as the call traffic and trending analyst for the assigned operations, providing real-time and historical call center data to internal and external audiences, and work with call center supervisors and managers. Analyze trends within assigned operations, including call volumes, call patterns, staff productivity, performance trends, shrinkages, and resource allocation. Use analyses to adjust forecasted intraday call volume, AHT, and staffing, and implement action plans to address anticipated gaps.
• Assist and direct day-to-day call traffic to service centers, ensuring service level agreements are consistently met.
• Conduct load-balancing through skill-based routing systems.
• Work with the assigned operations management team to adhere to planned schedules and activities, implementing action plans to address ongoing and anticipated challenges.
• Partner with the assigned operations department to develop real-time action plans and execute tasks effectively.
• Implement and support a standardized call center staffing model, make recommendations and adjustments, and serve as a key analyst for staffing questions for management.

Communication

• Provide real-time analysis around productivity-impacting scenarios to enable timely decisions about offline activities and outages.
• Assist with staffing requirement analysis and scheduling to ensure contractual service levels are met; communicate the plan to the assigned operations management.
• Provide ongoing internal communications with call center staff and management on load balancing and staffing requirements in real-time, historically, and proactively.
• Perform analysis to support call trending and tracking of call volumes to aid staffing decisions.
• Act as the focal point between the client workforce management team and the assigned operations management; participate in and contribute to performance improvement activities.

Real Time Reporting

• Establish and maintain reporting at appropriate levels for key stakeholders, including real-time and historical reporting on call volumes, staffing, and trends; establish reporting procedures and become a central repository of call center data.
• Assist operations leaders with ad-hoc reports detailing performance outputs and/or challenges.
• Participate in special projects and perform other duties as assigned.

Outage Escalation and Management

• Gather relevant information on technical issues and communicate with appropriate support departments.
• Communicate outages or issues to the supported client counterparts until resolution.

What we are looking for

• Preferably a college graduate, or at least a secondary school diploma.
• At least 3 years of related contact center experience.
• Minimum of 1 year traffic management experience in a complex skills-based routing environment (external candidates).
• For internal candidates, at least 1 year of tenure with Transcom and no issued PDs.
• Good understanding of basic contact center metrics and overall operations (external candidates).
• Ability to articulate performance metrics and calculations such as Service Level, Staffing Adherence, Avg Handle Time, Avg Speed of Answer, etc. (external candidates).
• Excellent verbal and written communication skills.

Working Location

If the position requires you to work overseas, please be vigilant and beware of fraud. If you encounter an employer who has the following actions during your job search, please report it immediately:

• withholds your ID,
• requires you to provide a guarantee or collects property.

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