Workforce Real Time Analyst RTA

Job description:

The Real Time Analyst, Workforce Management plays an integral role in assisting Contact Center Operations in achieving service and productivity objectives. This position is responsible for daily reporting, staffing & scheduling, and monitoring of real time performance. This includes reviewing team member schedule adherence, monitoring channel performance and productivity, and schedule adjustments to meet staffing and service goals.

• Experience & Knowledge:

Ability to prepare and present reports accurately and well within the time frame specified

• Ability to maintain composure in critical situations and communicate effectively, both written and verbal

Display a high level of professionalism, integrity, and maturity

• Detail-oriented with good organization and time management skills

Strong interpersonal skills with the ability to work effectively with individuals at all levels

• Ability to gather and analyze statistical data and generate reports.

• Responsibilities:

Monitors and manages phone, email, chat, and back performance by analyzing real-time volume and team member performance

• Monitors and manages workload distribution by adjusting team member skilling within the center

Utilizes intraday forecasting tools to assist with analyzing real time and forecasted staffing requirements to meet service objectives

• Partners with leadership to update team member schedules for requested exceptions prior and post schedule publication

Adjusts team member activities, e.g., breaks, lunches, meetings to minimize service level deviations

• Approves exception requests during over-staffed intervals and shifts resources or requests extended hours for under-staffed intervals

• We offer:

Competitive Pay

• Day 1 HMO upon hire + 1 Free Dependent

Performance Bonus / Incentives

• Annual / Merit Increases

• Requirements:

Minimum of 1 year RTA/Workforce Analyst experience

• Must be amenable to work onsite

Must be amenable to work on a graveyard shift

• Sales or Customer Service Experience preferred

Professional vocabulary

• Excellent Communication skills both oral and written

Excellent schedule adherence and attendance

• Excellent computer skills

Must pass a standard background check

• IMPORTANT: Candidates are encouraged to have their SSS, PhilHealth, PAG-IBIG, TIN documents, and NBI Clearance before applying for faster processing.

Job Type: Full-time

Pay: Php22,

• 00 - Php26,000.00 per month
  
  Ability to commute/relocate:
• Taguig City: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Are you able to start asap or at minimum two weeks Please answer YES or No.

Education:

• Bachelor's (Required)

Experience:

• Workforce Management (Call center setting): 1 year (Preferred)

* Call Center: 1 year (Required)