Real-Time Analyst (RTA)

Gratitude Inc

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1 hour ago

Real-Time Analyst (RTA)

2-15 Year(s)

₱ 25 - ₱ 27K p.m

Job Description

Key Skills

Problem Solving Stakeholder Management WFM System BPO Experience Atleast 1 year BPO Experience

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Job Title: Real-Time Analyst (RTA)

Work Location: Alphaland, Makati

Account: Telco

Work Setup and Schedule: Onsite / Shifting schedule

Salary: 27k max

Job Description:

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

Account Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-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.

Norman Bogonko

Recruiter - Gratitude Inc

NA, kenya

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