Real Time Analyst

3 weeks ago

Taguig City, Philippines ETeam PH Full time

Job description:
Real Time Analyst is responsible for ensuring forecast, scheduling and actuals are in sync by monitoring the queues and reporting back to operations and ensuring adherence. Providing other workforce reports requested by Operations. Provides analytics on scheduling, forecasting, capacity planning based on current and historical call volume, shrinkage, attrition trends and other operational drivers

Key Responsibilities:
• Monitors intraday, makes decisions, provides sound judgement and real time consults with
operations team for recommendations to improve real time performance with includes calling
of OT/Time Off and adjust call route settings
• Adjusts intraday schedule to meet service goals
• Provides adherence and attendance report on a daily, weekly and monthly basis
• Drives changes on the need of the business, acts as a resource and POC during contingency
events including weather events, system outages, etc.

Requirements:
• At least 2 years BPO experience and 1 year experience as a real time analyst (RTA) Analyst in
an inbound call center setup
• Working knowledge and experience in workforce management tools using telephony software
• Experience in managing call center queues in an inbound account setup by real time monitoring
and call schedule adherence
• Good excel and MS Office skills
• Strong attention to details
• Excellent Oral and Written communication skill
• Ability to prioritize workload, meet deadlines and perform multiple tasks with great attention
to detail/accuracy
• Working from office and commuting on own in US shift should not be a challenge

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