Real-Time Operations Specialist

3 days ago

Manila, National Capital Region, Philippines beBeeAnalyst Full time ₱900,000 - ₱1,200,000

Job Summary

">Overview

The Real-Time Analyst is responsible for managing and balancing service levels across programs, locations, lines of business, and products. The role involves overseeing the performance of the call center in accordance with contractual agreements and internal goals, while creating positive experiences for customers and maintaining an efficient call center enterprise.

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  • Monitor real-time call volume and schedule conformance to utilize staffing resources efficiently and meet contractual obligations.
  • Coordinate same-day and short-term off-line event scheduling for call center agents, ensuring acceptable performance levels.
  • Provide the WFM Scheduling team with future exceptions for IEX scheduling to maintain consistent 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 understand potential over-staffing/under-staffing conditions and adjust plans accordingly.
  • Manage agent profiles within CMS to best utilize all staffing resources.
  • Monitor available reports to manage performance of each call center business/product effectively.
  • Participate in Help Desk calls to relay issue impacts on the call center.
  • Assist in developing reports/processes that increase call center planning accuracy.
  • Effectively communicate call center performance information through business updates on recent, current, and future state.
  • Schedule meetings with Work Force Leaders to set expectations and confirm business needs.
  • Provide timely status updates on projects/initiatives.
  • Complete necessary reports/ad-hoc reports as required.

Qualifications

  • Bachelor's degree (any field) or equivalent work experience.
  • At least 1 year experience specializing in Real-Time Monitoring or Workforce Analysis.
  • Advanced knowledge in MS Excel and relevant WF tools such as IEX and CMS.
  • Knowledge in problem-solving processes.
  • Strong communication skills.
  • Above-average reporting skills.
  • Excellent analytical skills.
  • Effective organizational/time management skills.
  • Ability to work on multiple projects simultaneously.
  • Ability to make sound decisions in any circumstance.
  • Professionalism/exhibiting teamwork ability.
  • Communication effectiveness with internal/external associates.
  • Independent work with minimal supervision, meeting deadlines in a high-pressure environment.
  • Flexible schedule requirements (graveyard/shifting).
  • 6 full-time positions available.
  • Ability to start ASAP considered advantageous.

Seniority Level

  • Entry-level position.

Employment Type

  • Full-time employment opportunity.

Job Function

  • Project Management & Information Technology roles.

Industries

  • Outsourcing/Offshoring sectors.

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