WFM Real-Time Analyst

5 days ago

Work from Home, Philippines Insite Managed Solutions Full time ₱900,000 - ₱1,200,000 per year

Curious ? Join the Insite Journey

This is a remote role for individuals who currently reside in the Philippines

Are you a good fit for our team? Insite's purpose is to help people win. We seek individuals that enjoy working in a collaborative environment and celebrate continuous improvement. We also seek people that strongly resonate with our Core Tenets: Embrace the Journey, Stay Curious, Be Exceptional, and Succeed Together.

The Real-Time Analyst position is responsible for performing a full range of activities that will positively impact the program through real-time management of resources to maximize efficiency and occupancy. In this role, you will manage real-time and/or intraday resources to ensure the correct number of agents are in their seats at the right times to answer an accurately forecasted volume of incoming calls at the desired service level. You will monitor and respond to Real-Time Adherence (RTA), queue activity, and service levels. The Real-Time Analyst analyzes intraday and historical performance to respond/plan appropriately to achieve operational service goals. This role administers volume contingency action plans deemed necessary and appropriate, keys daily exception requests, updates schedules, finds root cause(s), and responds to escalated issues and ad-hoc requests within established turnaround times. This role also serves as the first line of support for frontline-agent troubleshooting, including basic troubleshooting support such as password resets, network and PC troubleshooting.

How you can be Exceptional in this ro le:

  • Perform and interact with a positive mindset with internal staff and leadership
  • Manage own performance with minimal supervision
  • Be curious and creative with data, the process, and the business of operations to learn, discover new insights, and contribute
  • Dig in and analyze data and processes using critical thinking to recommend improvements for the client and define a clear path for improvement with return-on-investment calculations
  • Communicates verbally, written, and remotely at a high level

How you will help us Succeed together:

  • A minimum of 3-years Workforce RTA/Scheduling Experience within the contact center environment
  • Strong analytical and organizational skills

How you can Stand out:

  • Strong Microsoft Office product proficiency (PowerPoint and Excel: experience using pivot tables, formulas, etc.)
  • Experience with ACD WFM systems like NICE CXone, NICE IEX, Genesys, Five9, OR Calabrio
  • Intermediate knowledge of call center management and all related calculations

Equal Opportunity Employer M/F/D/V

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