• Real-time monitoring of all queues, making adjustments to task allocations driven by real-time trends
• Real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests and schedule changes, checking and flagging them according to their performance in terms of thresholds set for ACW, Hold Time, ATTR, ASA, etc.
• Build, maintain, and prepare hourly, intraday/end-of-day, weekly, and monthly reports while ensuring timeliness and accuracy of data.
• Analyze real-time volume trends and make staffing adjustments to ensure service level and productivity/efficiency goals are met.
• Coordinate and collaborate with Operations, IT, HR and other departments to ensure the smooth functioning of the production environment.
  
  

• Minimum 6 months of experience as a Real Time Analyst in a call center environment and familiarity with Workforce functions required.
• 6 months using one of the following systems: Aspect eWFM, Blue Pumpkin, or IEX
• Some experience with call center reporting and metrics preferred
• Proficiency in Microsoft Office Applications including Word and Excel and other relevant software required
• Strong Analytical Skills required to critically assess situations and make decisions in real time
• Excellent problem solving and decision-making skills
• Ability to operate effectively in a team environment
• Excellent oral and written communication skills and interpersonal skills
• Experience in handling Voice Chat and Back office Support
  
  

• Amenable to work in the office at Mandaluyong
• Can work on weekends and flexible working hours
• Willing to work on shifting schedules
  
  

Please refer to job description.