Real Time Analyst

1 day ago

Makati City, National Capital Region, Philippines Probe CX Full time ₱900,000 - ₱1,200,000 per year

The Real Time Analyst is primarily responsible for closely monitoring real-time call volumes & staffing to be able to identify whether the actual data corresponds with the data in the forecasted call volumes and staffing done by the Forecasting and Scheduling Team.

The Real-Time Analyst is responsible for, but not limited to:

Quality Management

- Performs real-time monitoring and schedule adherence tracking on a 24 x 7 basis

- Monitors ½ hourly call volumes, AHT, and staffing requirements. Alert Operations management on threshold violation

Information Management

- Verifies communication of all information relevant to staffing

- Plots PTO/SWAP in the database as against allocation

- Update employee and team data maintained in the workforce management software

- Facilitate agent skill assignment

Report Generation

- Monitor, track, and report agent schedule adherence and employee occurrences

- Monitor and report allocation to the workforce management team that may trigger changes in staffing plan and schedule

Liaise with Other Departments/Units

- Act as the cross-functional single point of contact for Workforce Management with Information Technology and Telecommunication regarding system-related issues that impact production. Track and report issues and resolution

- Assist Operations Management with any schedule or staffing information requirement

- Performs other related duties as may be assigned either in support of divisional / departmental goal attainment or for his personal and professional training, education or development as programmed by superiors.

- Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.

- Complete all necessary training requirements and professional development opportunities

What's in it for you?

  • Day 1 HMO coverage — plus 2 FREE dependents
  • A refreshing and supportive culture — we know people make the difference
  • Leave credits - unused credits can be convertible to cash
  • Day shift schedule for that perfect work-life balance

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