The Real Time Analyst is responsible for monitoring all call queues and ensuring adequate actions are taken on rosters to ensure target metrics are achieved. The real Time Analyst will monitor agent activities ensuring adherence to schedules and activity entries are up to date with scheduling systems.The Real Time Analyst is responsible for monitoring all call queues and ensuring adequate actions are taken on rosters to ensure target metrics are achieved. The real Time Analyst will monitor agent activities ensuring adherence to schedules and activity entries are up to date with scheduling systems.
- Maintain rosters in line with business and staff requests.
- Maintain real time activities for a clear view of rostering data
- Produce highly accurate reports highlighting results across key business drivers, including trends.
- Analysis of data and reporting to identify emerging trends and anomalies, in order to communicate to workforce planner.
- Analysis of data and reporting to identify business opportunities and continuous improvement
- Work with the business to ensure that key tasks performed drive Business Success.
- Maintain a high level of professional communications with internal and external stakeholders
- Accuracy in all work completed
- Adherence to your schedule
- Maintaining a high standard of output while completing tasks within reasonable timeframes.
- To perform other related tasks as necessary from time to time.
- Well versed in workforce planning methodology.
- Highly skilled with WFP scheduling software.
- Demonstrable experience of effectively engaging with the business.
- Build relationships quickly with key internal and external business partners.
- Be Proactive versus reactive in anticipating workforce needs.
- Rise to a challenge and thrive in a fast paced demanding environment.
- An understanding of Inbound Call Centre Metrics.
- Experience using Microsoft Excel.
- Experience using Microsoft office software.
- Able to demonstrate logical reasoning and the ability to communicate complex information.
- A customer service orientation.
- Can-do attitude.
- Strong analytical skills.
- Well versed in workforce planning methodology.
- Highly skilled with WFP scheduling software.
- Demonstrable experience of effectively engaging with the business.
- Build relationships quickly with key internal and external business partners.
- Be Proactive versus reactive in anticipating workforce needs.
- Rise to a challenge and thrive in a fast paced demanding environment.
- An understanding of Inbound Call Centre Metrics.
- Experience using Microsoft Excel.
- Experience using Microsoft office software.
- Able to demonstrate logical reasoning and the ability to communicate complex information.
- A customer service orientation.
- Can-do attitude.
- Strong analytical skills.
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Philippines Office address:
14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300
