ph real time analyst ( Night Shift)TSA Group

Company Description
Who are we?
TSA is an Australian-owned business specialising in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.
We're a purpose driven business and our mission is clear. We endeavour to create experiences that people love, by revolutionising the way they connect and communicate with brands.
What should you expect from us?
Competitive salary package
Must be flexible to both working environments; whether on-site or work from home depending on business needs
Must be willing to work on a Graveyard/ Nigh Shift with a schedule rotating roster between 4pm-6am
HMO coverage with free dependent
Life Insurance Coverage
Australian Telco Account with the chance to grow with major partnerships in Australia and in the Philippines
We promote within the company! Look no further to take the next step in your career
Awesome R&R daily floor prizes, major cash giveaways, social events like end of year parties; there's always something fun to get excited about!
Job Description
The Real Time Analyst is responsible for monitoring all 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 to maintain rosters in line with business and staff requests. maintain real time activities for a clear view of rostering data. they will also be responsible in producing highly accurate reports highlighting results across key business drivers, including trends. Will do analysis of data and reporting to identify emerging trends and anomalies, in order to communicate to workforce planner and reporting to identify business opportunities and continuous improvement as well.
The Real Time Analyst works with the business to ensure that key tasks performed drive Business Success and maintain a high level of professional communications with internal and external stakeholders. Provide accuracy in all work completed must adhere to schedule and maintain a high standard of output while completing tasks within reasonable time frames.
Qualifications
Essential
At least 6 months RTA or related experience.
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 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.
Must be willing to work on a Graveyard/ Nigh Shift with a schedule rotating roster between 4pm-6am
Must be willing to work on-site in/ near Mall of Asia Complex as the need arises
Online applications only
Hit the I'm Interested button to apply!
*Terms & Conditions Apply
Additional Information
At TSA, the health, safety and well-being of our team is our number one priority! In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more.
We take our responsibility to protect the health and well-being of our team and our community very seriously.
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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
TSA Group

Pasay City, Metro Manila
Permanent
Full-time