Job Description
Flatworld Philippines is a Great Place to Work-Certified company committed to the vision of building a diverse and inclusive workplace culture where our employees can thrive. We are looking for passionate, talented, and innovative individuals to join our Team.
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.
If you think this is you, apply right away. We look forward to having you on board in our journey towards success and making a difference!
Job Type: Full-time
Pay: Up to Php30,- 00 per month
Benefits: - Paid training
Schedule:Supplemental pay types: Performance bonus
Ability to commute/relocate:
* Davao City: Reliably commute or planning to relocate before starting work (Required)
