WFM Real Time Analyst

21 hours ago

Davao City, Davao, Philippines IBEX Global Solutions (Philippines) Inc. Full time ₱300,000 - ₱600,000 per year
  • Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations
  • Coordinates and manages same day and/or short term off-line event scheduling for call center agents while maintaining acceptable performance of the call center
  • Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently maintain appropriate staffing levels
  • Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules
  • Analyzes trends such as call volume, AHT, and attendance to understand and plan for potential over staffing/under staffing conditions; adjust plans prior to and/or same day based on the ability of the call center to attain appropriate performance results
  • Manages agent profiles within CMS to best utilize all staffing resources
  • Monitors available reports to effectively manage the performance each call center business and/or product to acceptable results
  • Participates in Help Desk calls to relay how issues are impacting the call center
  • Assists in the development of all reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results
  • Effectively communicates call center performance and information by providing the business informational updates regarding the recent, current, and future state of the business.
  • Schedule daily, weekly, monthly meetings to communicate information to Work Force Leaders to set expectations and confirm business needs to allow the business to make sound decisions
  • Provides the business with timely status updates on projects and initiatives
  • Complete necessary reports, ad hoc reports as required

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