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Real Time Analyst

3 months ago

Quezon City, Philippines ADDFORCE HUMAN RESOURCES SOLUTIONS Full time

Real Time Analyst

Job Description:

• To possess knowledge or relevant experience in Forecasting, Planning and scheduling
Calls/Chats/Emails.
• To possess knowledge or relevant experience in RTM (Real Time Monitoring) of call centre activity.
• To possess knowledge of key call centre metrics such as Occupancy, utilization, service levels, TAT,
ASA.
• Responsible for mobilization of staff to meet SLA’s and ensure maximum utilization of agents.
• Must be proficient with Microsoft Excel and Office in order to create reports, templates etc.

Qualifications:

• Candidate must possess at least a Bachelor's/College Degree or an Associate Degree
• At least 2 year(s) of working experience in the related field is required for this position
• Excellent communication skills, both written and oral in English

Working Conditions:

• Normal Office Environment (Work on-site)
• Work in shifting schedules including night shift

Benefits:
• Additional leave
• Company Christmas gift
• Company events
• Employee discount
• Health insurance
• Opportunities for promotion
• Pay raise
• Transportation service provided