EASTWOOD | Real Time Analyst

1 week 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; communicate effectively and promptly to drive performance through Ops leadership by providing insight about every interval and foresee the next interval's performance based on dynamic changes in real-time.
  • Ensure a controlled approach to multi-environment (multi-sites, multi-media, multi-floor, multi-LOB) and multi-factors (AHT, absence, tardy, high volume, high AHT, system issues, over delivery, under delivery, etc.) to avoid any failure in service delivery (SLAs).
  • Proactively communicate any deviation and change, driving the ops team for productivity and quality benchmarks without compromising cost-effectiveness and employee morale.
  • Maintain team spirit and listen to WFM peers and leaders to provide seamless coverage and support, maintaining high regard for all leadership and acting as Real Time Manager for productivity, quality, and KPIs.
  • Serve as a role model for punctuality and discipline for the team, avoiding escalations on WFM teams.
  • Raise the bar of WFM delivery standards by going beyond described responsibilities and innovate to create long-lasting, simple solutions for team/ops.
  • Promptly call out any non-adherence/conformance/compliance for assigned work rules, schedules, shifts, or thresholds for call time, hold time, wrap time, idles, over delivery, under delivery, etc.
  • Monitor real-time service levels across all queues within accounts and business advising programs when contacts are in queue or high idle time, advising on corrective actions including deferring or cancelling meetings, coaching, and other offline activities until service levels recover to acceptable levels.
  • Update and maintain accuracy of agents' schedules within Workforce Management Systems, processing changes and exceptions from multiple sources including the Exception Tracker and emails.
  • Assist in the creation of scheduling meetings and training as required while ensuring service level targets are maintained.
  • Perform comprehensive attendance management including frequent monitoring of Attendance Line, Attendance IVR report, and WFM systems Real Time Adherence; ensure attendance occurrences are updated to agents' schedules in a timely fashion.
  • Provide ad-hoc reporting for management as requested; maintain quick reports and regular updates on attendance, absence, tardy, high/low KPIs.
  • Complete Call Avoidance audit report.
  • Optimize breaks and lunches in WFM systems to minimize impact on Service Level/delivery; manage through systems or manually for aux management.
  • Make recommendations for Voluntary/Mandatory time off and other offline activities during periods of overstaffing.
  • Reforecast when call volumes or AHT do not match original forecasts to evaluate performance for the remainder of the day.
  • Action employee status changes by updating employee information and schedules in WFM Systems, including transfers, promotions, supervisor changes, and terminations.
  • Assist Forecast/Scheduling Analysts as required; engage actively in schedule creation and provide floor reality to scheduler and planner to enhance planning accuracy.
  • Eager to self-learn reporting, coding, statistics, forecasting, scheduling, and choose the WFM career path to be part of the WFM community.

Job Requirements:

  • Critical thinker and enthusiastic learner.
  • Possess knowledge of MS Office, Excel (Intermediate to advanced), SQL, Power BI, Database, VBA (Basic).
  • Tech-savvy and explorer for 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, providing necessary support and assistance for all members of each account team (Supervisors, Lead Agents, training, etc.).
  • Must be available to work a rotating schedule, including nights and weekends.
  • Strong analytical skills, understanding complex reporting and data transformations from multiple sources.
  • Experience working 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 role within a high-volume call center environment.
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