Real Time Analyst | Cagayan de Oro
Ubiquity Cagayan de Oro Full-time
Day-to-day responsibilities:
- Responsible for monitoring, analyzing, and enhancing the utilization of daily staff resources and call handling on a real-time basis. This would include maintaining expected occupancy, service levels, handle time, abandon rate, and ASA.
- They serve as point of contact for any concerns with real-time staffing needs and make decisions for correction of any related issues.
- The Real-Time Operations Analyst will take appropriate steps to maintain optimal service levels and occupancy by adding and decreasing staff based off pre-defined alert levels.
- Provide necessary reporting including Service Level updates to appropriate distribution list
- Document and track all system outages understanding the impact the outages has on the business
Qualifications:
- At least with 1 to 2 years of Real Time Analyst experience under Workforce Management in BPO industry
- Has the ability to communicate call center data, and performance to all level of employees in an understandable fashion both email and verbal
- Ability to create reports in excel and able to multi task
- Willing to work on graveyard shift
UbiquityCagayan de Oro
Required (External)
• More than 5 years Workforce Management experience with a minimum of 3 years experience as a Manager
• Has experienced end-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster
• Advanced knowledge...
UbiquityCagayan de Oro
of 1 year experience as a Manager
• Has experienced end-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster
• Advanced knowledge on AVAYA CMS
• Has handled programs with > 1000 FTEs
• Expertise in back office...
UbiquityCagayan de Oro
We're hiring.
The Workforce Supervisor ensures that the Real Time Analysts take actions to ensure the company achieves its key performance indicators and its daily, weekly, monthly and quarterly goals. The RTA Supervisor works with the Workforce...