Real Time Analyst

3 weeks ago


Taguig, National Capital Region, Philippines Gratitude Philippines Full time
Main Responsibilities

Manage call volume and intraday monitoring to ensure optimal service levels. Collaborate with operations to create valuable reports for forecasting and process improvement planning.

Key Responsibilities
  1. Monitor and report on call volume, intraday performance, and program break schedules.
  2. Assist operations in maintaining service levels and creating reports for forecasting.
  3. Generate ideas for process and service improvement planning.
  4. Use trends and reports to forecast requirements on a timely manner.
  5. Responsible for alerting operations regarding adherence performance and productivity on a daily, weekly, and monthly basis.
  6. Monitor, report, and consolidate system downtime documentation.
  7. Effectively communicate new and pending requirements to internal and external stakeholders to elevate service delivery.
  8. Initiate overtime offers to meet billable hours requirements and encourage team members to take advantage of it.
Requirements

Demonstrate a strong work ethic and advanced Microsoft Excel skills, including advanced formulas, Word, and Email. VBA macros are an asset. Experience with IEX, CMS, Avaya, and NiCe is required. Ability to create reports in Excel and forecast results. Attention to detail and high level of accuracy are essential. Ability to multi-task, focus, and complete reports for extended periods of time. Previous call center experience is required, with previous Work Force Management experience considered an asset.



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