Real Time Analyst

4 weeks ago

Pasig, Philippines Transcom Full time

Overview Transcom Pasig, National Capital Region, Philippines Join to apply for the Real Time Analyst role at Transcom. Hiring for Workforce and Business Intelligence & Reporting professionals. Be the next Real Time Analyst for our Transcom Pasig site. Responsibilities As a Workforce Management Real Time Analyst, 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 working 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 analysis results to adjust forecasted intraday call volume, AHT, and staffing; implement action plans and strategies to address anticipated gaps. Assist and direct day-to-day call traffic to service centers to ensure SLA targets are met. Conduct load-balancing through skill-based routing; adhere to planned schedules with the operations management team; implement action plans to alleviate challenges. Partner with operations to develop real-time action plans and ensure proper execution. Implement and support a standardized call center staffing model; provide recommendations and serve as a key analyst for staffing questions for management. Real Time Reporting Establish and maintain call center reporting for real-time and historical metrics (call volumes, staffing, trends); serve as a central repository of data. Assist operations leaders with ad-hoc reports detailing performance outputs and challenges. Participate in special projects and perform other duties as assigned. Outage Escalation and Management Gather relevant information on technical issues and communicate with the appropriate support departments. Communicate outages or issues to the supported client counterparts until resolution. What we are looking for To be successful in this role you must… 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 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. What’s in it for YOU Driven by our "Malasakit" culture, we provide employee benefits you can utilize once you join our team: Day 1 HMO Rice Subsidy Clothing Allowance 24/7 Teleconsult Free Psychologist Consultation In-house & Online Pharmacy Retirement Fund Free Meal & Medicine (Tap Card Rewards) Loyalty Incentives Free Shuttle Service What Life at Transcom is like We’re committed to our clients and each other, fostering growth, teamwork, and a culture of dignity, equality, and respect. You’re included from day one, and there’s no end to how far we can go together. #J-18808-Ljbffr

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