Real Time Analyst

20 hours ago

Davao City, Davao, Philippines Flatworld Solutions (Philippines), Inc. Full time ₱900,000 - ₱1,200,000 per year

The real time analyst is a workforce management role that is responsible of intraday performance management to ensure that schedules are respected; service level target met; occupancy and utilization achievement; optimize staffing levels and align to current call volume and pattern.

Roles and Responsibilities:

  • Responsible for monitoring and adherence management to promulgate schedules in real time to maximize productivity
  • Tasks involved real time monitoring and analysing real time transaction volume and intraday performance
  • Prepare intraday reports to assist operations to drive and manage agent daily productivity and performance
  • Manage time off request and shift schedule swaps to improve staffing to align it to current arrival patterns to meet service level
  • Responsible for communicating to operation manager regarding daily performance
  • Monitor Email and Chat platforms and respond to Client in a timely manner.
  • Complete other tasks assigned by the immediate supervisor/manager
  • Candidate must possess at least a vocational diploma or short course certificate, bachelor's or college degree, any field
  • At least 2 years of working experience in the related field is required for this position
  • Ability to function in a team environment, providing the necessary support and assistance to various levels from management team
  • Must be available to work rotating schedules including nights and weekends
  • Intermediate proficiency with Microsoft Office applications, especially in Excel
  • Strong analytical skills, understanding complex reporting and data transformations from multiple sources
  • Must have a thorough understanding of contact center and workforce management KPI's
  • Must have an exceptional verbal and written communication skills with demonstrated ability to research, problem solve, troubleshoot, influence and partner across the organization
  • Experience working in a dynamic and fast paced operating environment"

Work Location and Schedule:

  • This is a work-from-office role
  • Able and willing to work in shifting schedules (including night shift)
  • Must also be amenable to work from our offices in Davao City.

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