Data Analyst

10 hours ago

Taguig, National Capital Region, Philippines beBeeAnalyst Full time ₱1,200,000 - ₱1,500,000

Job Title: Data Analyst - Real Time Operations

This role is responsible for ensuring that customer experience teams meet all service level agreements (SLAs) in responding to customers in a prompt manner.

Responsibilities:
  • Monitor real-time queue and collaborate with multiple vendor partners to meet key performance indicators (KPI).
  • Manage daily/intraday performance reports and update status to leadership.
  • Manage daily and intraday schedule adherence.
  • Analyze past call volume, interval arrival patterns, and staffing patterns.
  • Re-allocate inbound volume and staffing assignment (if needed).
  • Encode exceptions on the WFM tools.
  • Act as the point of contact for additional in-center pullout requests internally and from different vendors.
  • Communicate any real-time impacts (outages, influxes in volume, vendor issues).
Requirements:
  • Minimum 1 year of relevant experience in workforce management/operations.
  • Expertise in real-time management, reporting, and background in scheduling and capacity planning.
  • Proficient in workforce management tools.
  • Able to work with large amounts of data to identify trends and patterns.
  • Specialist in spreadsheet tools like Excel and Google Sheets.
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast-paced organization.
  • Excellent written and verbal communication skills required.
  • Able to proactively collaborate with other departments to seek opportunities for improvement of resource utilization and provide input on performance.

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