About the job Real Time Analyst
Position Title: Real Time Analyst
Salary Grade: 30000 - 35000 Peso / month
Reports To: Account Manager, Client
Primary Relationships: Internal staff, Client Team
We are looking for an exceptional Workforce Management (WFM) Real Time Adherence (RTA) Analyst, who is passionate about their work, understands how to manage calls, and has the ability to contribute new innovations to the Workforce Management Team. The ideal candidate will possess experience in typical workforce management disciplines: scheduling, RTA, intermediate level reporting skills, and experience optimizing manpower in contact center environments. The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges. In this role you will experience a wide range of problem-solving situations that require immediate real time intervention, as well as short term scheduling management and planning.
Must feel comfortable working US hours (graveyard shift), schedule will be flexible, including weekends. There will be 2 days off per week.
Manage the call volume, daily attendance and program break schedules
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
Produce daily, biweekly and monthly internal reports
Use trends and reports to forecast requirements
Assist with projects and other duties as requested or assigned
Monitor intraday performance of call volume and staffing levels across multiple locations to ensure ongoing service performance is maintained, identifying, and responding to intervals that require remediation tactics (e.g. adjusting schedules, canceling offline activities, posting extra hours).
Attend staffing review meetings with management detailing previous and current week’s performance and forecast performance of the remainder of the current week and next week, while also identifying risks.
Monitor, record, and escalate real-time schedule adherence impacts, including tardiness, absenteeism, and other schedule deviations.
Coordinate with outsourced service providers daily to ensure staffing performance is meeting or exceeding acceptable standards (When applicable).
Adjust and realign resources to optimize coverage and service based on skill set and priority across multiple sites.
Recognize and initiate the escalation process for systems outages and submit problem tickets to the help desk and initiate appropriate tactics to ensure service levels are maintained.
Maintain and track accurate records of PTO accruals, attendance, and time off usage via the Workforce Management system.
Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices.
Provide feedback, analysis, and reporting of relevant trends, such as: call performance stats, call arrival patterns, staff productivity, attrition rates and resource allocation.
Perform other duties and assignments as directed.
Bachelor Degree holder in any field
Exposure to RTA Role and to the call center quality work are good advantages
Must have advanced level Microsoft Excel skills including formulas and VBA macros
A minimum of 2-3 years in a BPO setting, Call Center, or equivalent as an RTA, Quality Assurance or Quality Control Specialist, Operations Manager, or Team Lead
Good process mapping ability, coaching, and facilitation skills.
Excellent English language skills (written and verbal)
Good time management and task management skills
Proficiency in MS Office and Google Suite
Solid analytical and problem solving skills
Proficient computer and technical skills
Able to demonstrate initiative
Attention to detail