Real Time Analyst

Salary: PHP30,000-35,000

Job Responsibilities: 

• Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives. 
• Monitors site to ensure optimal staffing levels. 
• Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data. 
• Administers volume contingency action plans as deemed necessary and appropriate. 
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals. 
• Facilitates real-time discussions with necessary stakeholders. 
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectivenessforecast analyst function 
• Keys daily exception requests, updates schedules and responds to escalated issues and ad-hoc requests. 
• Ensures that all reports originating from the department are accurate and reliable. 
• Helps with the integration and implementation of new call center technologies. 
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position. 
• Understands skills-based routing concepts and skill proficiencies 

Requirements: 

• Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree, any field. 
• With at least 2 years of WFM experience is required
  
• Knowledgeable in MS Office applications, AVAYA Telephony systems in both CMS and Call master, WFM software and tools
• Excellent communication and time management skills
• Strong Analytical and Interpersonal Skills
• Strong organizational skills Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail. 
• Ability to communicate call center data/ forecasts 
• Ability to work independently with minimal supervision Capability of problem-solving
• Willing to work onsite (E-commerce Plaza, Eastwood, QC; across Eastwood Mall)
• Willing to work in GY/Night shift