wfm rta

4 days ago

Manila, National Capital Region, Philippines Insite Managed Solutions Full time ₱120,000 - ₱180,000 per year

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, 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 Exceptionalin this role:

  • Understand the fundamentals of Microsoft Office (Excel, Word, Outlook)
  • Perform and interact with a positive mindset with internal staff and leadership
  • Manage own performance with minimal supervision
  • Curious with a strong desire to understand a problem and work it to a viable solution
  • Passionate about continuous improvement, always actively seeking out practical solutions to challenging business problems
  • Communicates verbally, written, and remotely at a high level

How you will help us succeed together:

  • A minimum of 3 years of experience in a contact center
  • Strong analytical and organizational skills

How you can standout:

  • A minimum of 2-year Workforce RTA/Scheduling Experience
  • Experience with ACD WFM systems like NICE CXone, NICE IEX, Genesys, Five9, OR Calabrio
  • Intermediate knowledge of call center management and all related calculations

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