Real Time Analyst

Job Description

Qualifications: 

  • 2+ years of experience working in a call center and/or transaction site
  • 2+ years of Workforce Real Time Management experience and workforce systems such as Avaya, CMS, IEX etc.
  • Intermediate level of experience with MS Excel
  • Ability to work a flexible schedule, including weekends
  • Site Location: Quezon City and Taguig

Responsibilities: 

  • Queue management ensuring calls / transactions are being managed
  • Further optimization of scheduled activities and adjusting based on OOO shrinkages
  • Send of interval and productivity reports to spread awareness about the program status in production
  • Flag of the queue and out of adherence and ensuring agent productivity and efficiency
  • Attendance tracking and reporting
  • Recommend mitigation plans such as AHOD and overtimes if needed
  • RCA and deep dive analysis for failure of meeting SLA
  • Daily IDP calls
  • Weekly scheduling calls
  • Keep intact communication with Operations/Onshore WFM partner
  • Efficient skilling of associates based on their profiles
  • Send day-end reports

Tagged as: real time analyst

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Job Overview

Referral Reward Info

2,500  per job vacancy*
*The reward money will only be released to the referrer(s) whose candidate(s) will be selected for hiring.

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