Real Time Analyst

11 hours ago

Taguig, National Capital Region, Philippines Manpower Outsourcing Services, Inc. Full time $60,000 - $80,000 per year

Qualifications:

  • Experience using BI tool such as Looker and Salesforce
  • SQL experience a plus
  • Experience meeting with and presenting information to senior leadership.
  • Within an expert level in GSheet

  • Strong analytical and problem solving skills

  • Minimum of 3 year of relevant experience in Workforce Management / Operations

  • Expertise in real-time management, reporting and has background in scheduling and capacity planning
  • Proficient in the use of workforce management tool
  • Able to work with large amounts of data to identify trends and patterns.
  • Specialist in spreadsheet tools like Excel and Google Sheet.
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
  • Excellent written and verbal communication skills
  • Can be DayShift, Midshift, Graveyard depending on the team that they will support (will be determined after training)

with weekend shift

Roles and Responsibilities:

  • Monitor real-time queue and to work closely with multiple vendor partners to meet Key Performance Indicators (KPI)
  • Manage the daily/intraday performance reports and update status to Leadership
  • Manage daily and intraday schedule adherence
  • Analyze past call volume, interval arrival patterns and staffing patterns
  • Re-allocate inbound volume and staffing assignment (if needed)
  • Encode exceptions on the WFM tools
  • The point of contact for any additional in-center pullout requests internally and from different vendors
  • Communicating any real-impacts (outages, influxes in volume, vendor issues)
  • Passionate about delivering an excellent Customer Experience

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