ph real time analyst (on-site & Night Shift)TSA Group

Company Description
We're Australia's leading specialists in CX consultancy and services.
We help grow client revenue, improve customer experience and reduce costs.
We do this by combining the most energetic and confident culture in the industry with the most sophisticated CX solutions available anywhere in the world.
By making the customer experience more personalised and more human. By giving customers more control over what help they need, when they need it. By giving the brands we work for a voice that reflects who they are.
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.
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.
Work 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 adherence to schedule and maintain a high standard of output while completing tasks within reasonable time frames.
Qualifications
What should you expect from us?
Competitive Salary package
Office based role
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
Progression and development with a career path.
To fit right in, here's who you should be
You must be personable with a positive attitude and sense of humour
You must understand that the key to success is through coaching and development
Belief that an excellent customer experience and advocacy is paramount
We expect you to thrive in a fast paced environment
You must have a leadership presence, committed to regular quality interactions with the team
Essential
At least 1 year 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
Additional Information
Check out our social media pages:
Philippines Office address:
14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300
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Pasay City, Metro Manila
Permanent
Full-time