Real-Time Analyst

3 days ago

Cebu City, Central Visayas, Philippines Datamatics Full time ₱900,000 - ₱1,200,000 per year


• 2+ years of RTA Experience with hands-on experience of IEX and CXOne.


• Oversee all real-time WFM activities to ensure operational and client goals are met


• Implement analysis and reporting via WFM tools available


• Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team.


• Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.


• Reporting of information such as call volumes, SL and abandon rates as and when required by the business.


• Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.


• Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook.


• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.


• Clear communication skills to manage client and stakeholder conversations.


• Team player as well as a skilled individual contributor.


• Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.

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