Real Time Analyst

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Position Summary:

Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.

Responsibilities

• Updates and processes data for real-time performance analysis. Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.
• Manages and monitors the queue for the Operations account against the attainment of passing service levels. Keenly observes the queue and proactively responds with action plans for the account's activities by continually communicating with Team Captains and Operations Management.
• Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers. Escalates relevant information on account performance to Management and ensures proper document on major incidents.
• Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts. Provides information on key issues and challenges in attaining service levels, and devises necessary responses to resolve such matters.
• Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management. Conducts training for new hires, or as required for Operations.

Requirements:

• At least one (1) year of Workforce Management experience within the call center / customer service industry.
• Formal training in Workforce Management (i.e. real-time data analysis, queue management) preferred.
• Previous call center operations experience preferred.

Technical Skills:

• Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring). Prior knowledge of client specifics (i.e. nature of account, metrics) and of ACD / PABX and workforce management software systems preferred.
• Working knowledge of call center operations and organization. Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu, NICE, iEX, Verint, etc).

Supportware is the Service Delivery Partner of Helpware in the Philippines. Supportware's main goal is to provide Helpware, with excellent business process solutions and to achieve the optimum job-person match. On behalf of Helpware, candidates can discuss and explore current job opportunities within the company.

Work Environment:

As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such, it is our goal to keep our employees safe during these uncertain times.

Job Types: Full-time, Permanent

Benefits:

• Company events
• Health insurance
• Life insurance
• Paid training

Work Location: In person