Real Time Analyst

Qualifications:

• At least 2 years of working experience as a Real-Time Analyst / Work Force Management in BPO Industry
• Amenable to work ON SITE at Antipolo City.
• Willing to work in rotational shifts
• Strong quantitative and technical aptitude
• Detail oriented - high emphasis on quality/quantity balance
• Able to interact and negotiate with all levels of management
• Ability to work independently - time management skills; Flexibility and adaptability required
• Excel Background

Required Skills:

• Real-time Analyst, Queue Management, Staffing, Reports, MS Excel.

Job Responsibilities:

• Intraday real time monitoring of service levels for all queues
• Real time monitoring of agents performance from all teams
• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
• Have a real time communication with the WFM team and operations when call outs or changes need to be done
• Support changes within routing profiles
• Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy and productivity
• Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met