Data Driven Decision Maker

2 days ago

Paranaque City, Calabarzon, Philippines beBeeAnalyst Full time ₱1,000,000 - ₱1,500,000
Real-Time Data Analyst

This is a pivotal role where you will ensure effective, efficient scheduling and real-time management of resources. You will monitor and manage real-time operational activities to meet service levels and key performance indicators (KPIs).

Responsibilities:
  • Monitor call center metrics, including call volumes, agent availability, and service levels.
  • Adjust schedules and reallocate resources in real-time to address unexpected changes in call volume or staffing.
  • Communicate with team leaders and management regarding any immediate operational issues or anomalies.
  • Utilize monitoring tools to detect and address adherence issues among agents.
  • Generate and distribute performance reports to stakeholders.
  • Collaborate with the Workforce Management team to provide insights for future scheduling and forecasting.
Qualifications:
  • College Graduate
  • Experience in a call center environment, preferably in a real-time monitoring or workforce management role
  • Proficiency with monitoring tools, workforce management software, and advanced knowledge in MS Office and Power BI Tools
  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal abilities
  • Ability to work under pressure and make quick decisions
  • Flexibility to work various shifts, including evenings, weekends, and holidays, as needed
Job Benefits:
  • Competitive compensation package
  • Comprehensive benefits program
  • Ongoing training and development opportunities
  • Opportunities for career advancement
Work Environment:
  • Fast-paced and dynamic work environment
  • Collaborative and supportive team
  • State-of-the-art technology and equipment

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