Real-Time Scheduling Expert

21 hours ago

Manila, National Capital Region, Philippines beBeeAnalyst Full time ₱900,000 - ₱1,200,000
Real-Time Analyst (RTA) with Scheduling Expertise

Job Description:

We are seeking a highly skilled Real-Time Analyst (RTA) with scheduling experience to join our team. In this role, you will be responsible for monitoring and optimizing call center performance, scheduling adherence, and real-time decision making to improve service levels and efficiency.

Key Responsibilities:

  • Provide expert explanations and interpretations within your area of expertise
  • Perform historical data analyses of performance data to identify trends and patterns, and make recommendations on improving service levels and efficiency
  • Collect and analyze workforce metrics and data, and distribute reports to relevant audiences
  • Communicate findings and recommendations to stakeholders through presentations and other means
  • Collaborate with stakeholders to review current performance data and identify opportunities for improvement
  • Manage Service Level and Abandon, Schedule and Break adherence
  • Stay up-to-date with scheduling best practices to ensure optimal schedule adherence
  • Monitor, track, document, and communicate real-time floor activities in terms of adherence to process-defined AUX/ACW/BREAKS & SHIFTS
  • Have hands-on experience with WFM and ACD tools like IEX, Verint, Aspect, Avaya CMS, Nortel, Genesys
  • Execute schedule adherence for processes and escalate deviations to Operations in real time
  • Proactively identify performance issues and publish interval reports/snapshots
  • Inform Operations of mitigation plans, manage exceptions, and overtime requirements
  • Maintain professionalism, integrity, and confidentiality at all times
  • Be a team player with a readiness to learn
  • Ensure compliance standards are met regarding data and report accuracy
  • Interpret correspondence and intended outcomes accurately

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