Efficient Resource Manager

4 days ago

Paranaque City, Calabarzon, Philippines beBeeWorkforce Full time
Job Description

We are seeking a skilled Real-Time Analyst to join our team. As a Real-Time Analyst, you will play a pivotal role in ensuring the effective and efficient management of resources.

You will be responsible for monitoring and managing real-time operational activities to ensure service levels and key performance indicators (KPIs) are met. This involves immediate decision-making to address any discrepancies in staffing, call volumes, or system issues that may impact performance.

The ideal candidate will have experience in a call center environment, preferably in a real-time monitoring or workforce management role. They will be proficient with real-time monitoring tools, workforce management software, and advanced knowledge in MS Office and Power BI tools.

The successful candidate will possess strong analytical and problem-solving skills, excellent communication and interpersonal abilities, and the ability to work under pressure and make quick decisions.

This is an exciting opportunity for a motivated and detail-oriented individual who is passionate about delivering exceptional results in a fast-paced environment.

Key Responsibilities
  • Monitor real-time call center metrics, including call volumes, agent availability, and service levels.
  • Adjust agent 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 real-time monitoring tools to detect and address adherence issues among agents.
  • Generate and distribute real-time performance reports to stakeholders.
  • Collaborate with the Workforce Management team to provide insights for future scheduling and forecasting.
Requirements
  • A college graduate degree.
  • Experience in a call center environment, preferably in a real-time monitoring or workforce management role.
  • Proficiency with real-time 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.
Benefits

This role offers a competitive salary and benefits package, including opportunities for professional growth and development.

Other Information

This is a full-time position that requires flexibility to work various shifts, including evenings, weekends, and holidays as needed.

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