Workforce Management-Real Time Analyst

2 days ago

Quezon City, National Capital Region, Philippines Tech Mahindra Full time ₱400,000 - ₱800,000 per year

Responsibilities

  • Analytical Excellence
    : Apply strong analytical skills to monitor and improve operational performance.
  • Departmental Support
    : Ensure departmental goals and service standards are consistently met.
  • Data Confidentiality
    : Maintain strict confidentiality and integrity of sensitive information.
  • Operational Insight
    : Demonstrate a solid understanding of business processes, reporting, and analysis.
  • Adaptability & Multitasking
    : Embrace change and manage multiple tasks efficiently.
  • Queue Management
    : Monitor real-time queues and adjust skills and staffing as needed.
  • Cross-Team Communication
    : Coordinate effectively across team locations to optimize workforce deployment.
  • Floor Management
    : Enforce discipline and ensure adherence to operational protocols.
  • Quick Decision-Making
    : Make timely and accurate decisions to support service level goals.

Key Performance Indicators (KPIs)

  • Real-Time Adherence
    : Maintain agent schedule compliance.
  • Service Level Achievement
    : Consistently meet SLA and abandon rate targets.
  • Reporting Accuracy
    : Deliver timely and precise real-time reports and dashboards.
  • Stakeholder Engagement
    : Manage internal and external client expectations effectively.
  • Data-Driven Insights
    : Generate and interpret dashboards, ad-hoc reports, and analytics to support operations.

Requirements

  • Technical Proficiency
    :
  • Advanced knowledge of
    MS Excel
    and other
    MS Office applications
    .
  • Familiarity with
    Avaya CMS
    or similar call center platforms.
  • Strategic Thinking
    : Ability to align decisions with business growth and opportunities.
  • Work Flexibility
    : Willingness to work in a
    24/7 operational environment
    .
  • Resilience
    : Ability to perform under pressure with a proactive mindset.
  • Industry Experience
    :
  • Minimum
    2 years
    in a call center environment.
  • At least
    1 year
    of hands-on experience in
    real-time queue management
    .
  • Basic understanding of
    scheduling principles
    .
  • Reporting Skills
    : Strong capability in data analysis and report generation.

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