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Workforce Planning Specialist

1 week ago

Manila, National Capital Region, Philippines TSA Group Full time

Company Overview

TSA Group is an Australian-owned business that specializes in helping companies acquire, retain, and grow their consumer customer bases. We represent some of the country's largest brands across eight call centres in Australia and internationally.

We're a purpose-driven business with a clear mission: to create experiences people love by revolutionizing the way they connect and communicate with brands.

Job Description

The Real Time Analyst plays a crucial role in monitoring all call queues and ensuring adequate actions are taken on rosters to achieve target metrics. This involves monitoring agent activities to ensure adherence to schedules and updating scheduling systems accordingly.

  • Maintain accurate rosters aligned with business needs and staff requests.
  • Ensure real-time activities provide a clear view of rostering data.
  • Produce high-quality reports highlighting key business drivers, including trends.
  • Analyze data to identify emerging trends and anomalies for communication with the workforce planner.
  • Identify business opportunities and areas for continuous improvement through data analysis.
  • Collaborate with the business to drive success through key tasks performed.
  • Maintain professional communication with internal and external stakeholders.
  • Deliver accurate work results while adhering to schedules.
  • Meet output standards within reasonable timeframes.