Business Analyst for Call Center Operations
1 day ago
Gratitude Philippines is seeking a highly skilled Business Analyst to join our Workforce Management team. As an RTA, you will play a critical role in ensuring the efficient management of call volumes and schedules.
Main Responsibilities
- Monitor and analyze real-time call volume data to identify trends and areas for improvement
- Collaborate with operations teams to maintain service levels and create forecasts to optimize resource allocation
- Develop and implement process improvements to enhance productivity and quality of service
- Utilize advanced Microsoft Excel skills to generate reports and forecasts, including VBA macros
- Leverage experience with IEX, CMS, Avaya, and NiCe to streamline system integration and workflow
- Communicate effectively with internal stakeholders to drive service delivery and meet customer needs
Requirements
- 3+ years of experience in call center operations or workforce management
- Advanced Microsoft Excel skills, including formulas and VBA macros
- Experience with IEX, CMS, Avaya, and NiCe systems
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work independently and collaboratively as part of a team
What We Offer
- Competitive salary and benefits package
- Opportunities for professional growth and development
- Collaborative and dynamic work environment
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