Highly Skilled Operations Analyst with Excel Expertise
1 day ago
Role Overview
We are seeking a highly skilled operations analyst to join our team at Unity Communications. In this role, you will be responsible for monitoring agent status in real-time, evaluating adherence, and taking immediate action to improve performance.
Salary Details
The estimated salary for this position is $55,000 per annum, commensurate with experience and qualifications.
Job Description
As an operations analyst, you will work closely with the Operations Team to analyze and improve their delivery processes. Your key responsibilities will include:
- Monitoring agent status in real-time and evaluating adherence
- Taking immediate action to improve performance
- Facilitating real-time discussions with stakeholders
- Processing hourly, daily, weekly, and monthly schedule adherence reports
- Administering volume contingency action plans as necessary and appropriate
- Assisting with the creation of metrics and targets for services
- Working closely with the Operations Team to analyze and improve their delivery processes
Required Skills and Qualifications
To be successful in this role, you will need:
- At least 3 to 4 years of recent RTA/workforce management experience
- Experience in data analysis, especially real-time data analysis
- Proficiency in analyzing real-time data and interpreting trends to make informed decisions
- Familiarity with relevant software and technology used in real-time monitoring and analysis
- Understanding of industry best practices, benchmarks, and key performance indicators (KPIs)
Benefits
We offer a range of benefits, including:
- HMO coverage with two free dependents upon regularization
- VL/SL credits upon regularization
- Friendly and supportive work culture
- 13th-month pay and other Philippine-government-mandated benefits
Why Join Our Company
Unity Communications is a Certified Great Place To Work that values inclusion and diversity. We pride ourselves on having a supportive and positive work environment, and we encourage collaboration and teamwork.
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