Real Time Analyst For Pasig

3 weeks ago

Metro Manila Philippines Buscojobs Full time

Responsibilities

  • Manage Real Time exceptions in a large call center environment
  • Provide communication to and from Operations and other support departments for escalation of service-impacting issues
  • Oversee call flow, real time, through workforce management tool(i.e. EIX)
  • Monitor intra-day call and work volume as compared to forecast
  • Completes real time activities related to staffing
  • Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as required
  • Ensures that service level reports to scan for issues and anomalies, and reports perceived concerns to the Team Manager and/or client.(According to established escalation process)
  • Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance)
  • May conduct manual studies or analysis due to system short-falls(i.e. AHT, etc.)
  • Manages special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.)
  • Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
  • Facilitate the transfer of information of helpdesk requests from Agents to technical support and ensures escalation on large-scale or global technical problems
  • Ensures that appropriate exception codes are entered to maintain accurate real-time monitoring data
  • Investigation of any deviations and enter exceptions in real time
  • Maximize efficiency and occupancy while meeting service objectives
  • Recognizes and recommends operational and support improvements
Qualifications
  • Candidate Profile:
  • CAN START ASAP
  • Tenure of the candidate in Organization / Overall
  • Willing to work on-site
  • Should be comfortable with 24 X 7 working environment
  • Candidate should have excellent verbal communication skills and displays high confidence level
  • Candidate should demonstrate time management and prioritization skills
  • Candidate should demonstrate analytical, problem solving and logical skills
  • Basic understanding of Voice / Non Voice RTA process & WFM Metrics
  • Candidate should have excellent written communication skills and is able to draft a write up with min grammatical errors
  • Mathematical and logical skills
  • Candidate has intermediate knowledge of Excel & Powerpoint and
  • Candidate should be able to analyze information and discern trends
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