Real Time Analyst

Lumina Datamatics Corporation

Early Applicant

a month ago
Be among the first 50 applicants

Exp: 2-4 Years

Full time

Philippines, Cebu City

Job Description

Job Responsibilities:

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

Drive overall KPI management by working closely with Operations teams in improving agent productivity.
Implement analysis and reporting via WFM tools available.
Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team.

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

Reporting deviations from assumptions in WFM plan.
Escalation of system and technical issues along with outage management.
Reporting of information such as call volumes, SL and abandon rates as and when required by the business.

Adjusting agent skill settings as and when required by the business.

Needs to Have

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

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.
Advanced excel and experience with tools like Python, R etc. will be an added advantage.

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.

About You