Real Time Analyst - VXI Quezon City
VXI Global Solutions Quezon City Full-time
Join Our Team as a Real Time Analyst!
As a Real Time Analyst, you'll be responsible for real-time management of the center and/or program’s service level performance and other KPIs.
Key Responsibilities- Monitor queue real-time
- Analyze, monitor and balance real-time staffing levels vis-a-vis call volumes, busy lines, production issues
- Assist during downtime
- Prepare real-time analysis on a daily basis to ensure employee schedule adherence and management and tracking of off-line exceptions
- With at least 6 months to 1 year of experience in Workforce Management
- Strong oral and written communication skills
- Amenable to report onsite in VXI Quezon City - Panorama
IntouchCXQuezon City
Live Monitoring: Tracking queues, agent availability, and performance metrics (ASA, SL, Abandonment Rate) in real-time.
• Intraday Management: Adjusting agent schedules, breaks, and lunches to meet changing volume demands.
• Adherence Management...
Alldigi TechTaguig, 15 km from Quezon City
in Excel and forecast results
• Ability to multi-task, focus and complete reports for extended periods of time
• Attention to detail and high level of accuracy
• MS Excel, Word and Powerpoint proficient
Responsibilities:
• Manage the call volume, real...
TDCX PH IncManila, 10 km from Quezon City
and skillset changes) and/or issue procedural notifications based on trigger events (e.g., average handle time, volume, absenteeism, etc.)
• Assist Operations to help provide greater focus on real-time/intraday agent productivity, performance exceptions...