Real-Time Analyst
2 weeks ago
At
Yngen Datacom Corp.
, we're looking for a Real-Time Analyst who can balance data, people, and performance across global operations. If you thrive in fast-paced BPO environments and want to shape the future of workforce management, this role is for you.
Job Description
- Monitor real-time workload across multiple sites, skills, and platforms
- Cooperate with external stakeholders in real-time to maximize our productivity to achieve the SLA targets
- Analyze the daily capacity based on actual staffing and report variance in the forecast
- Reforecast intraday volume and HAT based on the current trends
- proactively create intraday real-time reports of service levels for all queues at all sites advising of variances in the forecast, AHT, and occupancy.
- Work with peers in other teams to look for opportunities to do upskilling training or any offline activity
- Educate global operations on WFM principles and the importance of schedule adherence
- Update WFM platform with the unplanned shrinkage
- Handle ad hoc downtime and reporting requests
- Support workforce team in administrative tasks (HR, Time-Off management, agent communication, internal documents)
Job Qualification:
- Amenable to working onsite in San Pedro, Laguna
- 2 years as Real-Time Analyst in a BPO setup
- Demonstrate experience with Google sheets (eg: creating spreadsheets, v-lookups, index/match, pivot, etc)
- Strong people focus
- Can easily work with teams even within challenging times and know how to make complex decisions thinking about the whole team.
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