RTA - Real Time Analyst (Workforce Management)

Gratitude Inc

2671 Views

17 hours ago

1-25 Year(s)

Manila (Makati, Ortigas, Pasay City, Pasig, Taguig)

Job Description

Key Skills

Call Center Real time systems avaya system Real Time Analyst CMS Workforce Management Avaya CMS, Symposium Web Client RTA tool

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Job Title : Real Time Analyst / Workforce Management

Summary of Duties:

The Real Time Analyst is responsible for managing and ensuring that the service level

agreements for various programs are met.

Main Responsibilities:

 Manage the call volume, real time monitoring of intraday, and program break schedules.

 Assist operations to maintain service level and create valuable report to do forecasting

 Generate ideas for process and service improvement planning.

 Use trends and reports to forecast requirements on a timely manner

 Responsible to call out members not adhering to time schedule

 Send out alert to operations regarding adherence performance and productivity on a

daily, weekly and monthly basis

 Monitor, report and consolidate for documentation of any system downtime

 Effectively communicate to internal and external stakeholders any new and pending

requirements to elevate service delivery

 Initiate to offer overtime to meet billable hours requirements and effectively encourage to

take advantage of it

Skills and Qualifications:

 Demonstrate sound work ethic.

 Must have advanced level Microsoft Excel skills – Including advanced formulas, also

Word and Email

 VBA macros an asset (preferably but not required)

 Experience with IEX, CMS, Avaya, NiCe

 Ability to create reports in Excel and forecast results.

 Attention to detail and high level of accuracy.

 Ability to multi-task, focus and complete reports for extended periods of time.

 Previous call center experience required.

 Previous Work Force Management experience is considered an asset.

Personal Attributes:

 Ability to take initiative.

 Flexible team player with a positive attitude

 Must have good time management with the ability to work with minimal supervision and

under tight timelines.

 Capable of managing multiple, simultaneous projects

 Must be friendly and professional with a positive attitude.

 Organized with the ability to adapt quickly and effectively to change.

 Excellent attendance record

 Able to communicate professionally - oral and written.

 Problem solving skills.

Role

Any Other

Timings

Rotational Shifts (Permanent)

Industry

Other

Work Mode

Work from office

Functional Area

Any Other

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.

Joshua Smile

Recruiter - Gratitude Inc

NA, nigeria

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