Real Time Analyst

2 days ago

Iloilo City, Western Visayas, Philippines XtendOps Full time ₱900,000 - ₱1,200,000 per year

A
Workforce Management (WFM) Real-Time Analyst
 monitors live contact center data to ensure service level agreements (SLAs) are met, adjusting staffing and resources dynamically to manage call/chat volumes and agent availability. Key responsibilities include tracking agent adherence, managing real-time alerts, reallocating resources, collaborating with supervisors, and analyzing data to enhance operational efficiency and meet performance goals.

Key Responsibilities

  • Real-time Monitoring:
  • Continuously observe critical metrics like call/chat volumes, agent availability, and service level adherence.
  • Staffing Adjustments:
  • Dynamically allocate agents and workloads to ensure optimal coverage during peak times and minimize overstaffing during slow periods.
  • Schedule & Adherence Management:
  • Monitor agent schedules and break adherence, taking corrective actions when necessary.
  • Alerts & Issue Resolution:
  • Set up and respond to real-time alerts for performance deviations, and manage issues such as system outages or routing problems.
  • Data Analysis & Reporting:
  • Analyze historical and current data to identify trends and anomalies, and provide recommendations for process improvements.
  • Collaboration:
  • Work closely with supervisors and managers to provide performance updates and address operational challenges.
  • Forecasting:
  • Use data to make short-term adjustments to forecasting models, considering factors like seasonality and promotions.

Skills & Tools

  • Analytical Skills:
  • Ability to analyze data, identify trends, and contribute to strategic decisions.
  • Technical Proficiency:
  • Familiarity with workforce management software, data management systems, and advanced Excel functions.
  • Communication Skills:
  • Actively communicate with various stakeholders to share updates and call out deviations.
  • Critical Thinking:
  • Ability to make quick, critical decisions in a fast-paced, business-critical environment.

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