Dynamic Call Center Specialist

7 hours ago

Manila, National Capital Region, Philippines beBeeRealTimeAnalyst Full time ₱1,200,000 - ₱1,350,000
Job Title: Real Time AnalystDescription

The ideal candidate will have the ability to analyze and monitor real-time data, ensuring that service levels are maintained across multiple programs, locations, lines of business, and products. This involves creating a positive customer experience while maintaining an efficient call center enterprise.

This role requires the ability to work independently with minimal supervision, possess strong analytical skills, and be able to make sound decisions quickly.

The successful candidate will be able to coordinate same day and short-term off-line event scheduling for call center agents, while maintaining acceptable performance. They will also be responsible for monitoring reports to effectively manage call center business and product performance.

Responsibilities
  • Monitor and analyze real-time call volume and schedule conformance to optimize staffing resources and meet contractual obligations.
  • Coordinate same day and short term off-line event scheduling for call center agents to maintain acceptable performance.
  • Provide future exceptions for scheduling in IEX to maintain appropriate staffing levels.
  • Monitor CMS and RTA to assist management teams with agent adherence to schedules.
  • Analyze trends such as call volume, AHT, and attendance to plan for over/under staffing conditions; adjust plans prior to and/or same day based on performance results.
  • Manage agent profiles within CMS to best utilize all staffing resources.
  • Participate in Help Desk calls to relay issue impacts on the call center.
  • Assist in developing reports and processes that increase call center planning accuracy.
  • Communicate call center performance information by providing business updates.
Qualifications
  • Bachelor's Degree or equivalent work experience.
  • At least 1 year experience in Real-Time Monitoring or Workforce Analysis.
  • Advanced knowledge in MS Excel and WF tools such as IEX and CMS.
  • Strong communication and problem-solving skills.
  • Above average reporting and analytical skills.
  • Excellent organizational and time management skills.
  • Ability to work on multiple projects simultaneously.
  • Flexibility to work a shifting schedule.

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