Data Analyst Specialist

6 days ago


Taguig, National Capital Region, Philippines HGS Offshore Staffing Solutions (HGS OSS) Full time
About the Role

We are seeking a highly skilled Real-Time Analyst to join our team at HGS Offshore Staffing Solutions (HGS OSS). The successful candidate will be responsible for monitoring and managing real-time contact centre performance, ensuring optimal staffing levels, and improving service level adherence.

Key Responsibilities
  • Monitor agent adherence to schedules and log relevant schedule exceptions.
  • Implement and maintain a consistent and effective roster and break schedule for a smooth workflow across all major channels.
  • Track and respond to understaffing or overstaffing situations by re-skilling agents, arranging PTO, and leveraging overtime as necessary.
  • Improve Contact Centre productivity across all channel mediums by addressing behavioural opportunities with frontline team members and discussing them with the frontline leadership team.
Operational Efficiency
  • Monitor interaction channels and implement defined strategies to maintain efficient service levels across all teams, channels, and locations.
  • Review actual shrinkage versus planned shrinkage with the Workforce Planner and identify opportunities to improve operational efficiencies in real-time.
  • Review the schedule plan and make recommendations for performance intervals, and daily and weekly improvements, including training needs and shift adjustments.
Requirements
  • Bachelor's/College Degree in any field.
  • At least 1-2 years of working experience in a similar position.
  • Excellent verbal and written English communication skills.
  • Proven experience and expertise in using workforce management tools, with a strong background in using the NICE inContact CXOne Workforce Engagement Management system.
  • Proficiency in MS Office and Google Suites, with strong technical aptitude.


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