EASTWOOD | Real Time Analyst

2 weeks ago

Quezon City, National Capital Region, Philippines Majorel Full time

Tuesday, January 3, 2023

We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real 'Majorel difference' lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It's the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Company Summary:

Majorel supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today's rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it's the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too.

Position Summary:

The Real Time Analyst is a Workforce Management role that reports to the Workforce Manager and will take direction from the Workforce Forecasting and Scheduling Analyst. The RTA responsibilities include monitoring multiple queues and agents from multiple programs to ensure consistent service is maintained. A quick communicator and decision maker who understands the importance of every contact and every employee's impact on the client service model.

Overall Responsibilities:

  • Monitor agent activity in real time using WFM Tools / ACDs and client systems, ensuring effective communication to drive performance through Ops leadership by providing insights about every interval and forecasting the next intervals' performance based on dynamic changes.
  • Implement a controlled approach to service delivery across multiple environments (multi-sites, multi-media, multi-floor, multi-LOB) to avoid any failure on SLAs.
  • Proactively communicate any deviations and drive the ops team for productivity and quality benchmarks without compromising cost-effectiveness and employee morale.
  • Maintain team spirit and collaborate with WFM peers and leaders to provide seamless coverage and support, acting as a Real Time Manager for productivity, quality, and KPIs.
  • Serve as a role model for punctuality and discipline for the team and minimize escalations within WFM teams.
  • Enhance WFM delivery standards by innovating and creating long-lasting simple solutions for the team/ops.
  • Promptly address any non-adherence/conformance/compliance issues related to assigned work rules and schedules.
  • Monitor real-time service levels across all queues and advise on corrective actions when service levels are compromised.
  • Update and maintain the accuracy of agents' schedules within Workforce Management Systems.
  • Assist in scheduling meetings and training as required while ensuring service level targets are maintained.
  • Manage attendance comprehensively, ensuring timely updates to agents' schedules.
  • Provide ad-hoc reporting for management as requested, maintaining quick reports and regular updates on KPIs.
  • Complete Call Avoidance audit reports.
  • Optimize breaks and lunches in WFM systems to minimize impact on service level delivery.
  • Recommend voluntary/mandatory time off and other offline activities during overstaffing periods.
  • Reforecast when call volumes or AHT do not match original forecasts.
  • Action employee status changes by updating information and schedules in WFM Systems.
  • Assist Forecast/Scheduling Analysts as required and engage actively in schedule creation.
  • Eager to self-learn reporting, coding, statistics, forecasting, scheduling, and pursue a career in the WFM community.

Job Requirements:

  • Critical thinker and enthusiastic learner.
  • Knowledge of MS-Office, Excel (Intermediate to advanced), SQL, Power BI, Database, VBA (Basic).
  • Tech-savvy and interested in process automation, digital transformation, robotics, AI, and machine learning.
  • Ability to multitask, prioritize, and meet deadlines.
  • Excellent written and verbal communication skills.
  • Ability to function in a team environment, supporting all members of each account team.
  • Must be available to work a rotating schedule including nights and weekends.
  • Strong analytical skills, understanding complex reporting and data transformations.
  • Experience in a dynamic and fast-paced operating environment.
  • Prior experience with Aspect eWFM or other Workforce tools is an asset.
  • Experience in scheduling and/or operations roles within a high-volume call center environment.
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