Hiring for Real Time Analyst in Cebu

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10 hours ago

1-2 Year(s)

Cebu Central Visayas

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Job Description

Key Skills

Analytical Skills Real Time Analyst

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MINIMUM REQUIREMENT QUALIFICATIONS

Knowledge/Skills/Abilities:

Broad knowledge of contact center & customer service operations

Proficiency in the use of software and telecommunication systems

(ie. Workforce Management software, Lucent CMS reporting, Lucent ACD system, call master, Automatic call recording and monitoring system)

Basic concept of queuing and traffic management

Excellent verbal and written English communication skills.

Excellent analytical & quantitative skills

Demonstrated ability to work under pressure and produce.

Highly skillful in using Excel/Google sheet & Word; technology savvy as well.

Possesses strong interpersonal & customer service skills.

Ability to multi-task, adapt to change, and achieve results with accuracy and precision.

EDUCATION AND/OR EXPERIENCE

Bachelor’s degree

1+ years experience in a call center environment

Relevant, solid knowledge of call center metrics and Workforce Management policies and procedures (involves RTA knowledge validation through testing and interview)

Experience in analytic and reporting functions is preferred.

Language Skills:

Above Average communication skills in English

ESSENTIAL DUTIES AND RESPONSIBILITIES

Quality Management

Performs real-time monitoring and schedule adherence tracking on a 24 x 7 basis

Monitors ½ hourly call volumes, AHT, and staffing requirements. Alert Operations management on threshold violation

Information Management

Plots PTO/SWAP in the database as against the allocation

Update employee and team data maintained in the workforce management software

Facilitate Heroes skill assignment

Report Generation

Monitor, track, and report Heroes to schedule adherence and employee occurrences

Ensures timeliness and accuracy of the entire reports needed for an account where they are specifically assigned

Monitor and report allocation to the workforce management team that may trigger changes in staffing plan and schedule

Liaise with Other Departments/Units

Act as a cross-functional single point of contact for Workforce Management with Information Technology and Telecommunication regarding system-related issues that impact production. Track and report issues and resolutions.

Assist Operations Management with any schedule or staffing information requirement

Problem Analysis and Job Empowerment

Work requires strong analytical and quantitative skills in data gathering and report generation.

Delivering results within a specified turnaround time will become the primary basis for forecasting and scheduling for the account.

Assesses real-time call volume to escalate to Operations Management and recommends short-term adjustments to staffing to address current issues.

Role

QA/QC Exec.

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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