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Real Time Analyst

1 month ago


Quezon City, National Capital Region, Philippines Nityo Infotech Services Philippines Full time
PURPOSE
The position is responsible for managing service level situations by providing BASIC to INTERMEDIATE, reliable, timely and accurate information concerning customer contact flow, impacts and work-states. It also requires monitoring and publishing Key Performance Indicators (KPIs) trends.

DUTIES AND RESPONSIBILITIES
Queue Management (50%)

Monitor customer contact flows (queue) and real-time staffing versus calls to ensure meeting Service Level Agreement.
Responsible for all operational updates on a daily basis within the eWFM systems.
Check voice mail and log call-ins, log scheduled absences in call-in log or attendance tracker.
Monitor schedule adherence. Coordinate the adjustment or cancellation of same-day activities such as meeting, training, etc. and recommend optimal times or offer alternatives.
Update and publish the schedule through the eWFM tools.

Analytics (20%)

Analyze trends, highlights resource issues, and identify and recommend realistic options / solutions such as adjustment of staffing level, change of skills and level, etc. to meet the service level objectives and financial efficiency measurements
across all line of businesses and centers.
Perform pre- and post- analysis of agent and management unit activities.
Document and communicate Real Time trends to EAS Specialist and TL.

Incident and System Coordination (20%)

Create IEX Profiles for Contact Center Employees
Submit track-it ticket for all NICE IEX and Avaya CMS issues
Manage eSD ticket assigned to Analytics Support
Escalate and track all Contact Centre and Global Operations issues, impacts and status update.
● Check outage notification.
● Participate in bridge call.
● Escalate system issues
● Record incidents on the daily incident log.

Internal Process (10%)

Participate in BCP (Business Continuity Program)
Maintain and Update the following:
● Agent Skill Matrix
● Wallboard
● Seat Plan
● System Outages Log
● WF Databases
● Other WF related files
Perform other duties and responsibilities as assigned.

COMPETENCIES (KNOWLEDGE / SKILLS or ABILITIES / BEHAVIOR)
KNOWLEDGE
● SHORT TERM Working knowledge of Analytic Roles and Cycle – Capacity Planning
Forecasting and Scheduling, Reporting and Real-Time Analysis / Monitoring.

SKILLS
● SOLID knowledge of Avaya and other telephony tool (Phone and Reporting)
● Demonstrates FAMILIARITY in creating queue monitoring, reports, spreadsheets, calculations, etc.
● Knowledgeable with Avaya CMS, or similar tool/system.
● Knowledgeable with IEX NICE, or similar tool/system.
● Knowledgeable with other call monitoring systems such as, but not limited to Cisco, I3 etc.
● Knowledgeable with other eWFM tools such as, but not limited to, Verint, Aspects etc.
● Knowledgeable with software applications including MS Word, Excel, Powerpoint and Access.
● Above average organizational skills, detail-oriented,
● Above average communication skills (verbal, written, and listening).

BEHAVIOR
● Lead by example – model corporate values; maintain professional appearance, behavior and confidentiality; meet individual productivity, attendance and quality standards; successfully complete required training, participate in staff meeting,
comply with Global Payments, Inc. policies and procedures.
● Self-motivated, displays a well-developed sense of urgency to ensure internal and external customers are served in a timely manner with deliverables.
● Ability to develop and maintain productive working relationships throughout the organization, and to manage conflict effectively.
● Demonstrate teamwork ability.
● Demonstrate ability to multitask in a fast paced environment.
● Provide a high degree of flexibility both with workload / tasks and shift schedule.

QUALIFICATIONS
Required:
● With college level coursework in Computer Science, Business Administration, Mathematics, Statistics, or a related field, or in lieu of college coursework, at least three years related customer contact center experience and two years of Analytics
Management experience.
● Experience as a Real Time Analyst for 6 – 12 months or Customer Service Representative for 18 – 24 months.
● Pass Analytics Assessment Tool.

CAREER PATH
Career path would be:
● Enterprise Support Strategic Analyst
● Enterprise Support Specialist
● Enterprise Support Team Leader