Real Time Coordinator/Analyst

Employment Type: Full-Time Employment

Work Setup: Onsite onboarding for a two to four weeks, followed by a transition to a remote setup.

Work Schedule: Night Shift (Following U.S. Eastern Time Zone)

Location: Eastwood, Libis, Quezon City

Salary Package: 50,000 PHP to 60,000 PHP/Monthly

The Real Time Coordinator (RTC) in Workforce Management is responsible for real-time monitoring, managing, and communication of intraday contact center performance in support of organizational goals. This role ensures effective and efficient utilization of resources based on the understanding of key performance drivers.

Responsibilities:

• Monitor real-time performance of call volume, staffing levels, and agent adherence to ensure maximum performance is maintained
• Monitor live agent productivity and notify leadership when out of adherence
• Maintain schedule exeptions, including attendance, paid time off, and other off-phone activities, in a timely and accurate manner
• Provide intraday, daily, and weekly performance reporting to leadership
• Review and process voluntary time off/overtime (VTO/OT) requests in real-time as necessary

Competencies:

• Communications / Writing
• Customer Focus / Problem resolution
• Results Orientation / Sense of Urgency
• Change Mastery
• Integrity/Values
• Problem Solving and Decision Making

Job Requirements:

• High school diploma/GED required; Bachelor's/ Associates degree preferred
• At least 5+ years of work experience as a Real Time Coordinator/Analyst
• Knowledgeable in WFM tools
• Prior experience with Verint, CMS, and/or Avaya OneX.
• Strong organizational, planning, critical thinking and time management skills
• Ability to work and respond with minimal direction and supervision
• Strong written and verbal communication skills
• Ability to handle multiple priorities in a fast-paced work environment
• Strong ability to build and demonstrate rapport with all stakeholders
• Entry level skills in MS Office (Excel, Word, Outlook)
• Ability to work flexible hours, including nights, weekends and holidays

About Intelassist

Established in 2007, Intelassist is a remote staffing organization that originated from a collaboration between US-based industry professionals and an experienced operational team in Manila, Philippines. Our US team brings over 20 years of experience in engineering, manufacturing, IT, finance, and high-level operations, while our Manila-based team offers over 15 years of experience in delivering exceptional support to global enterprises.

Our coast-to-coast US offices, in collaboration with our dedicated employees in the Philippines, enable us to deliver results to clients in various markets and for a wide range of roles. With over 15 years of experience in the BPO industry, Intelassist places a strong emphasis on organizational resilience and social stewardship to foster lasting, meaningful partnerships within our team and with our clients.

At the core of our business lie our people. Our ability to recruit, train, and, most importantly, retain exceptional team members is not only what enables Intelassist to attract the region's finest talent but also what bestows stability upon our clients through reduced turnover and tangible outcomes.

With a workforce of slightly over 1,000 employees, we strike a balance – substantial enough to possess profound insight into the Business Process Outsourcing (BPO) industry, yet intimate enough to maintain the family-like, high-energy work atmosphere that our candidates seek.

At Intelassist, we specialize in sourcing, training, and retaining top-tier talent, each exclusively dedicated to meeting our clients' unique needs. Our proven track record and local presence ensure that Intelassist clients enjoy increased productivity, reduced staff turnover, and significant cost savings

WHY INTELASSIST?

We grow together. We value your effort. We aim to empower you.