Workforce Real Time Analyst - Onsite (ASAP)

Qualifications:

• At least 3 years relevant experience

Impeccable attention to detail

• Excellent communication skills (written & verbal)

Advanced operational & administrative skills

• Must have experience in Strategizing, Planning and Forecasting

• Job Responsibilities:

• Manages daily operation by assessing operational drivers (Staffing, Volume, AHT) and outcomes (SLA, ASA and ABAN%).

Monitors intraday, makes decisions, provides sound judgement and consults with operation team for recommendations to improve real time performance includes calling for OT/Time off and adjust call route setting.

• Leads and executes week-ahead planning process and collaborate with operations to provide background and insight to tell the week in review and communicate action plans.

Facilitates on and off boarding of crew members.

• Performs analysis of data to surface trends and insights using analytical methods.

Initiates, develops and implements improvements to workflows and processes and participate on special projects.

• Provide trainings and conduct knowledge transfer sessions to other WFM members especially new members on WFM tools and function as go-to person when there are inquiries arise from RTAs and Operations.

• Here are the reasons why you should join us:

• Competitive Salary Package

HMO on Day 1 w/ 2 Free Dependents up to 200k MBL

• Group Life Insurance

20 Paid Leaves

• Bereavement Assistance

Above Market Annual Appraisal

• Work-life Balance

High Staff Engagement Culture

• Long-term Development Plan Program

Free Training Courses

• Cultural Training

Emerging Leaders Program

• High-end IT Devices

Employee Awards and Events

Job Type: Full-time

Benefits:

• Health insurance

Life insurance
Schedule:

• 8 hour shift

Monday to Friday
Supplemental pay types:

• 13th month salary

Experience:

* Real Time Analyst: 3 years (Required)