Real Time Analyst - UK Financial Collections | Onsite Quezon City

Gratitude Inc

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1 month ago

Real Time Analyst - UK Financial Collections | Onsite Quezon City

2-4 Year(s)

Quezon Calabarzon

Job Description

Key Skills

Workforce Manager bachelors degree BPO Experience Good MS Excel skills

4 candidate(s) have already applied for this Job. Apply now

Job title: Real Time Analyst - UK Financial Collections
Account: UK Financial Collections
Work set up: 100% Onsite at Eton Centris, Quezon City
Work shift: Shifting schedules, UK time
Start date: TBD

Qualifications:
• Bachelor's Degree
• 1-2 years' work experience in workforce management in a contact center environment
• 2-4 years overall experience
• Good analytical skills
• Banking industry experience is highly preferred
• Exposure to UK and/or US Banking industry is an advantage
• Excellent in MS Excel & number crunching
• Experience with Workforce Management software (scheduling, performance tracking, reporting)
• Not a job hopper

Key Responsibilities:
• Monitoring call center queues and agent adherence to schedules in real-time.
• Managing intraday staffing and performance to meet Service Level Agreements (SLAs).
• Identifying trends, analyzing call logs, and taking proactive measures to improve efficiency.
• Handling escalations and collaborating with team

Role

Email Support Manager

Timings

UK Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Chat

Functional Area

ITES / BPO / Customer Service

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