RTA - Real Time Analyst (Workforce Management)
Taguig, National Capital Region
Posted 4 days ago
- Company:
- Gratitude Philippines
- Company Description:
- We At Gratitude Philippines Are Able To Successfully Cater To The Recruitment And Staffing Requirements Of BPO Sector From Onshore To Offshore Locations.We Take Special Care Of Bpo Briefing Process To Gain Maximum Output From The Candidate And Everything The Company Has To Offer. Executive Search Gratitude Philippines Recruitment Services That Help Clients Reduce Cost And Time Associated With Hiring The Right Talent. We Understand That Human Resource Is The Pivotal Element In Success Of Any Business, Thus Our Focus Is On Finding Right Candidates Who Can Contribute To Our Client’s Success. Payroll Management & Staffing Our Comprehensively Vetted Recruitment Process Over 14 Years In The Industry Has Equipped Us To Recruit The Right Candidates For Your Company.Our Pan Philippines Presence And Contract Staffing Facilities Give Unparalleled Access To A Vast Base Of Candidates, Who We Rigorously Screen And Evaluate To Ensure The Right Fit Within Your Organization.
- Contract Type:
- Full Time
- Experience Required:
- 3 to 4 years
- Education Level:
- Bachelor’s Degree
- Gender:
- Any
- Number of vacancies:
- 1
Job Description
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.