Workforce Management Real-Time Analyst

The Real Time Analyst is a workforce management role that is responsible for 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. She/He is also responsible for assigning emails/social media to agents and ensure that it's being handled within agreed threshold.

With over 3000 employees across 10 sites, Conectys is one of the fastest growing BPOs on the market, offering multilingual outsourcing services to customers in the Gaming and Entertainment, Consumer Electronics, Healthcare industries, and many more. Here at Conectys, we work together to support each other in a common interest, making our customer's success our success

Within your role, you will:

• Queue Monitoring. Monitor the volume and its SLAs. Communicate to stakeholders if the SLAs are failing and work with operations to create action plans.
• Agent Monitoring. Monitor the activities and statuses of the agents. Ensure that agents follow the schedule and scheduled activities through out the day.
• Monitor ang drive agent will meet their AHT, productivity and utilization.
• Responsible in assigning work (calls, SM, emails, chat,etc) to agents and ensure.
• Prepares intraday reports to assist operations to drive and manage agents daily productivity and performance.
• Manages time off request and shift schedule swaps to improve staffing to align it to current arrival patterns to meet service level agreement.
• Handle simple reports such as Attendance reports.
• Provide analysis on staffing and SLAs.
• Reforecast within the day data.
• Offer recommendations for OT/VTO.

What will make you successful for the role:

• College Level
• At least 1 year experience in Workforce Management
• Willing to work shifting schedules
• Willing to work on-site - Davao City.

Sounds good Find out what you can get:

• Competitive salary package
• The opportunity to work in a multi-cultural environment
• Private medical insurance
• Learning programs for your development
• Wellness activities for your wellbeing

We take pride in our approach to diversity, as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff, regardless of race, gender, religion, sexual orientation, responsibility for dependents, age, physical/mental disability, or background.