Workforce Real Time Analyst

Philippines, National Capital Region, Quezon City
Last update 2024-06-16
Expires 2024-06-15
ID #2125415842
Workforce Real Time Analyst
Philippines, National Capital Region, Quezon City,
Modified April 21, 2024


Job Description:
Monitor agent status in real-time.
Monitors inbound operations to ensure optimal staffing levels.
Evaluate adherence and take immediate action to improve performance.
Facilitates real-time discussions with necessary stakeholders.
Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports
assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
Assist with creation if metrics and targets for services
Work closely with the operations team to analyze and help improve their delivery processes
Generate ideas for process and service improvement planning
Use trends and reports to forecast requirements
Assist with projects and other duties as requested or assigned

Job Qualifications:
Demonstrate sound work ethic
Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email
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

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Workforce real time analyst

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