Job description:

The Real Time Analyst, Workforce Management plays an integral role in assisting Contact Center Operations in achieving service and productivity objectives. This position is responsible for daily reporting, staffing & scheduling, and monitoring of real time performance. This includes reviewing team member schedule adherence, monitoring channel performance and productivity, and schedule adjustments to meet staffing and service goals.

Requirements:

• Minimum of 1 year RTA/Workforce Analyst experience
• Must be amenable to work onsite in ANTIPOLO, near SM Masinag
• Must be amenable to work on a graveyard shift
• Sales or Customer Service Experience preferred
• Professional vocabulary
• Excellent Communication skills both oral and written
• Excellent schedule adherence and attendance
• Excellent computer skills
• Must pass a standard background check

Experience & Knowledge:

• Ability to prepare and present reports accurately and well within the time frame specified
• Ability to maintain composure in critical situations and communicate effectively, both written and verbal
• Display a high level of professionalism, integrity, and maturity
• Detail-oriented with good organization and time management skills
• Strong interpersonal skills with the ability to work effectively with individuals at all levels
• Ability to gather and analyze statistical data and generate reports.

Responsibilities:

• Monitors and manages phone, email, chat, and back performance by analyzing real-time volume and team member performance
• Monitors and manages workload distribution by adjusting team member skilling within the center
• Utilizes intraday forecasting tools to assist with analyzing real time and forecasted staffing requirements to meet service objectives
• Partners with leadership to update team member schedules for requested exceptions prior and post schedule publication
• Adjusts team member activities, e.g., breaks, lunches, meetings to minimize service level deviations
• Approves exception requests during over-staffed intervals and shifts resources or requests extended hours for under-staffed intervals

We offer:

• Competitive Pay
• Day 1 HMO upon hire + 1 Free Dependent
• Group Life and Personal Accident Insurance
• Weekly Pay
• Annual / Merit Increases

IMPORTANT: Candidates are encouraged to have their SSS, PhilHealth, PAG-IBIG, TIN documents, and NBI Clearance before applying for faster processing.

Please refer to job description.