Canada Service Workforce Real Time Analyst

2 days ago

Makati City, National Capital Region, Philippines ADP Full time ₱400,000 - ₱800,000 per year
Workforce Management Real Time Analyst (WFM RTA)Summary of Duties:The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.Main Responsibilities:Manage the call volume, daily attendance and program break schedulesWork closely with the operations team to analyze and help improve their delivery processesGenerate ideas for process and service improvement planningProduce daily, biweekly and monthly internal reportsUse trends and reports to forecast requirementsAssist with projects and other duties as requested or assignedIdentifies real time call volume interruptions and system outages that impact contact center performance.Escalates contact center interruptions to appropriate business continuity leaders in a timely fashion.

Skills and Qualifications:Must have advanced level Microsoft Excel skills Including advanced formulas, also Word and EmailVBA macros an assetExperience with IEX, CMS, Avaya, Symposium, Genesys and Gen Cloud an assetAbility to create reports in Excel and forecast resultsAttention to detail and high level of accuracyAbility to multi-task, focus and complete reports for extended periods of timePrevious call center experience required Previous Work Force Management experience is required

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