Real-Time Analyst

2 months ago


Cebu City, Central Visayas, Philippines QUESS PHILIPPINES CORPORATION Full time
Job Summary:

As a Real-Time Analyst at Quess Philippines Corporation, you will be responsible for overseeing all real-time WFM activities to ensure operational and client goals are met. This includes implementing analysis and reporting via WFM tools available, preparing daily/weekly/monthly reports, and analyzing past volume and staffing patterns to ensure that SLAs are met.

Key Responsibilities:

• Oversee all real-time WFM activities to ensure operational and client goals are met

• Implement analysis and reporting via WFM tools available

• Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team

• Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met

• Reporting of information such as call volumes, SL and abandon rates as and when required by the business

Requirements:

• 2+ years of RTA Experience with hands-on experience of IEX and CXOne

• Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage

• Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook

• Complete understanding of overall operational activities including phone, email, chat, community, and social media support

• Clear communication skills to manage client and stakeholder conversations

• Team player as well as a skilled individual contributor

• Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week

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