WFM Analyst (Real Time Analyst)
Carelon Pasig Full-time
Monitors call volume demand in real time and flexes workforce accordingly. Ensures that the best possible call center service levels are achieved to maximize utilization. Monitors call volume and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained.
Primary duties may include, but are not limited to:
- Monitors and reacts to fluctuations in call volume as they occur in order to restore service levels as quickly as possible
- Schedules activities around forecasted call patterns
- Schedules off-phone activities when call volume projections are down
- Manages and adjusts call routing when unusual call patterns exist in order to ensure service levels are met
- Updates schedules to ensure WFM system is able to provide statistical staffing requirements based upon current staffing availability
- Updates schedules to account for breaks, paid time off, tardiness, etc.
Qualifications:
- Requires a H.S. diploma; 2 years call center operations experience; or any combination of education and experience, which would provide an equivalent background
- Real-time management experience in a centralized call center environment is preferred
- At Least 2 Years WFM Experience is needed
- This ad is for external candidates only. Carelon associates can apply through our internal channel.
SutherlandTaguig, 6 km from Pasig
Sutherland is seeking an attentive and goal-oriented person to join us as a Real Time Analyst. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills...
TDCXPasig
Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards
What is your mission?
1. Real-Time Monitoring and Analysis
• Monitor real-time workforce metrics such as call volumes, handle times...
OracleCMSMakati, 6 km from Pasig
attendance, adherence, and performance protocols.
You will be the key point of contact for real-time compliance monitoring and reporting, working closely with team leaders, workforce analysts, and operational managers to maintain high service standards...