real time analyst

2 weeks ago

Quezon City, National Capital Region, Philippines Private Advertiser Full time $104,000 - $130,878 per year

Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.

  • Updates and processes data for real-time performance analysis.
  • Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.
  • Manages and monitors the queue for the Operations account against the attainment of passing service levels.
  • Keenly observes the queue and proactively responds with action plans for the account's activities by continually communicating with Team Captains and Operations Management.
  • Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers.
  • Escalates relevant information on account performance to Management and ensures proper document on major incidents.
  • Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts.
  • Provides information on key issues and challenges in attaining service levels, and devices necessary responses to resolve such matters.
  • Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management.
  • Conducts training for new hires, or as required for Operations.

QULIFICATION:

  • Minimum of 1 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
  • Strong experience in spreadsheet tools like Excel and Google Sheet.
  • Excellent written and verbal communication skills

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