Real Time Analyst for Manila and MOA

Essential Functions/Core Responsibilities

• Manage Real Time exceptions in a large call center environment
• Provide communication to and from Operations and other support departments for escalation of service-impacting issues
• Oversee call flow, real time, through workforce management tool(i.e. EIX).
• Monitor intra-day call and work volume as compared to forecast.
• Completes real time activities related to staffing Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as required
• Ensures that service level reports to scan for issues and anomalies, and reports perceived concerns to the Team Manager and/or client.(According to established escalation process)
• Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance )
• May conduct manual studies or analysis due to system short-falls(i.e. AHT, etc.)
• Manages special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.)
• Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
• Facilitate the transfer of information of helpdesk requests from Agents to technical support and ensures escalation on large-scale or global technical problems
• Ensures that appropriate exception codes are entered to maintain accurate real-time monitoring data
• Investigation of any deviations and enter exceptions in real time
• Maximize efficiency and occupancy while meeting service objectives
• Recognizes and recommends operational and support improvements

Candidate Profile:

• CAN START ASAP
• Tenure of the candidate in Organization / Overall
• Willing to work on-site
• Should be comfortable with 24 X 7 working environment
• Candidate should have excellent verbal communication skills and displays high confidence level
• Candidate should demonstrate time management and prioritization skills
• Candidate should demonstrate analytical, problem solving and logical skills
• Basic understanding of Voice / Non Voice RTA process & WFM Metrics
• Candidate should have excellent written communication skills and is able to draft a write up with min grammatical errors
• Mathematical and logical skills
• Candidate has intermediate knowledge of Excel & Powerpoint and Candidate should be able to analyze information and discern trends