Real Time Analyst
4 weeks ago
The Workforce Management Analyst is responsible for monitoring real time call queues and staffing levels, taking appropriate actions to achieve desirable outcomes, and communicating effectively with a cross-functional team of business partners. Using workforce management and reporting tools, the analyst analyzes and evaluates workload and staffing patterns to support a rapid decision making process. An analyst coordinates and adjusts associate schedules and acts as the key point of contact and communication within the enterprise. ESSENTIAL FUNCTIONS Achieve daily service level obligations for multiple lines of business in both voice and chat queues while minimizing associate labor costs. Communicate effectively with operations, IT, telephony, and workforce management; inform stakeholders of factors impacting servicing and actions being taken to improve outcomes. Act as a central point of contact for the servicing and staffing of assigned lines of business. Produce basic reports and ad hoc analysis as necessary. Execute timely and appropriate actions to balance staffing levels. Process intraday administrative requests related to agent schedules. Answer attendance line, log into system, evaluate and adjust schedule accordingly and enter exceptions. Interact effectively with Aspect eWFM, Avaya CMS, and other call center technologies. Work well in a high performing team environment with a positive attitude. OTHER FUNCTIONS Other duties as assigned. MINIMUM REQUIREMENTS The following are required to enable job holders to perform the essential functions of the job. Skills/knowledge : Must have the ability to handle multiple priorities, work in a fast environment, and manage time effectively. Be computer literate with an ability to type 25-35 words per minute and learn new call center software. Must be self-disciplined and work without close supervision. Strong quantitative aptitude and proficiency in Microsoft Excel. Strong oral and written communication skills including proficiency in Microsoft Outlook; a comfort in communicating through multiple mediums (phone, chat, email, in person). Strong analytical/problem solving skills. Ability to make effective decisions in a stressful environment. Experience/education : High school diploma or equivalent. Physical demands : While performing the duties of this job, the employee may spend 4-8 per day sitting and working at a computer. The ability to adjust focus, use hands to grasp, finger, handle, reach or feel and sit for prolonged periods are needed for this position. Ability to receive detailed information through oral communication utilizing a headset. Work environment : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Brick/Mortar locations - Regularly requires working indoors in environmentally controlled conditions. Regularly requires working with other in a close proximity and sharing workspaces. Requires the understanding that the noise level in the Call Center is that of an office environment and will rise significantly during peak hours. Additional requirements : Training - Routine training classes are required and/or offered during the employee lifecycle. Training may consist of classroom and/or Computer based training (CBT) Schedules - Flexible to work all shifts as required (evenings, weekends, and holidays) #J-18808-Ljbffr
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Real Time Analyst
2 days ago
Mabalacat, Central Luzon, Philippines Asurion Full timeThe Workforce Management Analyst is responsible for monitoring real time call queues and staffing levels, taking appropriate actions to achieve desirable outcomes, and communicating effectively with a cross-functional team of business partners. Using workforce management and reporting tools, the analyst analyzes and evaluates workload and staffing patterns...
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Sr Assoc-Real Time Analyst
2 weeks ago
Mabalacat, Central Luzon, Philippines Sutherland Full time ₱900,000 - ₱1,200,000 per yearCompany DescriptionSutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients' customers -- a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible --...
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Business Analyst
4 weeks ago
Mabalacat, Philippines Sinch Full timeSeniority Level Mid-Senior level Employment Type Full-time Job Function Analyst Overview The Business Analyst bridges the gap between business needs and system capabilities across Sinch's subscription billing and finance ecosystem. Key Responsibilities Collaborate with cross-functional stakeholders to gather, analyse, and document business and system...
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ERP Support Analyst | WFH
1 week ago
Mabalacat, Philippines MicroSourcing Full timeERP Support Analyst | WFH MicroSourcing Position: Software Support Analyst Location: Global One Building, Eastwood, Quezon City Work setup & shift: Work from home | Night Shift Why join MicroSourcing? Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group...
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Accountant (with US Real Estate experience)
2 weeks ago
Mabalacat, Philippines Boomering Inc Full timeAccountant (with US Real Estate experience) Position Title: Accountant (with US Real Estate experience) Work Set-up: Work From Home Salary: Php 50,000 - Php 60,000 (depending on experience) Schedule: 8:00 PM – 5:00 AM PH Time We’re looking for a highly skilled Accountant with experience in property management systems. This role will handle core...
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Data Analyst
3 weeks ago
Mabalacat, Philippines Elder Research Full timeCareer Opportunities with Elder Research A great place to work. Careers At Elder Research Current job opportunities are posted here as they become available. Work Location: Remote (preference for candidates located in the National Capital Region - DMV) Clearance Required: TS or CBP BI or DHS Suitability (clearance adjudicated within the past 4 years)...
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Senior Accounting Analyst
2 weeks ago
Mabalacat, Philippines Asurion Full timeOverview The Senior Finance Analyst is responsible for the full set accounts as well as assisting in the preparations of statutory reporting for assigned entity/s, month end closing, and ad hoc tasks as assigned by the Finance Center of Excellence Manager. Responsibilities Perform daily accounting tasks of General Ledger, Revenue, Intercompany transactions,...
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RTA / WFM
4 weeks ago
Mabalacat, Philippines TASQ Staffing Solutions Full timeWork Arrangement: Hybrid (2-3x/week onsite until further notice) Responsibilities: The workforce analyst job description involves interpreting, analyzing, rating, and making recommendations to improve the workforce in order to reduce overheads and increase customer satisfaction and experience.It also entails gathering and reviewing a lot of information...
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RTA / WFM
4 weeks ago
Mabalacat, Philippines TASQ Staffing Solutions Full timeWork Arrangement: Hybrid (2-3x/week onsite until further notice) Responsibilities: The workforce analyst job description involves interpreting, analyzing, rating, and making recommendations to improve the workforce in order to reduce overheads and increase customer satisfaction and experience. It also entails gathering and reviewing a lot of information...
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Fulfillment Analyst
2 weeks ago
Mabalacat, Philippines RYZE Full timeJoin the RYZE team as a Fulfillment Analyst. At RYZE, we believe daily rituals create the foundation for living your greatest life. Our mushroom coffee and superfood products fuel the body and clarify the mind—helping people everywhere unlock their highest potential. We’re a fast‑growing, mission‑driven team passionate about wellness, innovation, and...
