URGENT HIRING WFM Real time Analyst

4 days ago

LapuLapu City, Central Visayas, Philippines ResultsCX Full time ₱900,000 - ₱1,200,000 per year

The Real Time Analyst is responsible for monitoring statistics, staffing adherence, list penetration and client key performance indicators. The Real Time Analyst must take actions to ensure the enterprise achieves its clients and internal bill to pay goals.

We are looking for someone who has:

  • At least 1 year WFM Real Time Analyst work experience in the BPO industry.
  • Familiarity with WFM tools is preferred (IEX, Verint, Genesys, etc)
  • Must be located nearby Lapu-Lapu City and willing to work on-site.
  • Must be willing to work on shifting schedules
  • Proficiency in Microsoft Office applications such as Excel, Outlook, Word and Powerpoint & One Note knowledge is a plus.
  • An analytical mind set.
  • Excellent attendance.
  • Strong written and verbal communications skills
  • Strong attention to detail
  • A team player mindset
  • Exceptional problem solving skills

In this role you will:

  • Manage multiple call queues in real time.
  • Watch staffing levels at each site to ensure planned coverage is met on the interval level.
  • Manage numerous real-time metrics such as: Service Level, Average Speed of Answer, Schedule
  • Adherence, Occupancy, Average Handle Time, and After Call Work against a matrix of defined thresholds.
  • Provide outage and crisis management (Facilitating communications between IT teams and site management.)
  • Manage Interval, daily, weekly and monthly plan objectives
  • Provide Key Performance Indicator – (KPI) reporting to Client and Results management teams
  • Develop and Implement KPI Action Plans to drive performance goals.
  • Work closely with the Global Resource planners (forecasting and scheduling) to ensure optimal staffing coverage on daily and weekly basis.
  • Provide real-time skilling adjustments.
  • Serve as the main contact point between Results and our Client Partners.
  • Provide real-time leadership to Local Resource Planners (LRPs) assisting the enterprise in managing the intraday staffing requirements.

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