Workforce Real Time Analyst

8 hours ago

Ayala Alabang, National Capital Region, Philippines eClerx Full time $40,000 - $60,000 per year

Duties and Responsibilities:

The Workforce Specialist is responsible in monitoring and reporting real time call traffic via workforce management application.


• Conduct real time monitoring (shift schedule and break adherence).


• Administer intraday changes (if needed).


• Make recommendations to leaders to improve productivity and compliance.


• Communicate identified risks to leadership and team members.


• Report contact center and process executive performance to supervisors and management.


• Assist in planning analysis when necessary.


• Perform other duties as required.

Skills and Qualifications

  • At least 2-3years prior experience as a Real Time Monitoring Specialist, Intraday Specialist, Workforce Specialist (or other related roles).
  • Advance skills in MS Excel and Powerpoint.
  • Knowledge in using Workforce applications preferred
  • Strong mathematical, analytical, communication and interpersonal skills.
  • Strong customer service skills and negotiation skills with sense of urgency in mind.
  • Capable to adapt in fast paced environment, learn and retain new or evolving information and procedures.
  • Willing to work on shifting schedule including weekend and holidays.
  • Ability to work under stress and pressure and respond to inquiries with tact, diplomacy and patience.
  • Ability to work in a team environment.
  • Ability to exercise discretion on sensitive and confidential matters.
  • Amenable to work on shifting schedules including graveyard shift, weekends, holidays and overtime.
  • Amenable to work in Alabang, Muntinlupa City

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