WFM Real Time Analyst

Gratitude Inc

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1 day ago

WFM Real Time Analyst

2-3 Year(s)

₱ 2 - ₱ 25K p.m

Manila (Makati, Pasay City)

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Job Description

Key Skills

bpo RTA tool telco

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

Job Title: Real-Time Analyst

JD : Oversees and has full responsibility over all operational support aspects of the contact center. Must facilitate and monitor all workforce planning issues, including staffing, scheduling, and forecasting systems, and policy and procedure. May monitor the implementation and execution of all training programs across the contact center. Oversees all aspects of contact center quality issues and support systems implementation and management. May be responsible for multiple contact centers. Develops own knowledge, shares best practices, and develops relevant/appropriate solutions. Positions at this level are expected to continuously improve the day-to-day activities/processes.

Qualifications :

At least 1+ year WFM/RTA experience

At least 1+ year BPO experience

Experience in forecasting, staffing, scheduling, and real-time monitoring

Knowledge of WFM tools and contact center KPIs

Strong analytical and problem-solving skills

Good communication and stakeholder management skills

Willing to work in a shifting schedule

Role

WFM

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Elizabeth Ahuioza Sanda

Recruiter - Gratitude Inc

NA, nigeria

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