real time ANALYST philipphines1840 & Company

RTA Job Description:
SALARY : 18k + 6k bonus
must have: i5 core and 8gb ram device
Daily real-time monitoring of service levels for all queues at all sites
Oversee agent performance from all teams at all sites
Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals
Communicate changes to incoming contact patterns to operations and WFM Supervisor
Real-time communication with the WFM Supervisor and operations when changes need to be made
Schedule and Break Changes; communicate the said changes to operations and WFM Supervisor
Update and send reports daily related to the KPIs including but not limited to forecast vs actual in an interval view • Review, Process and Track real-time OT and/or RDOT • Helps WFM Supervisor as needed; Assist with projects and other duties as requested or assigned • Use trends and reports to forecast requirements
Produce daily, bi-weekly, and monthly internal reports. Basic Qualifications:
1+ years of experience in a contact center environment
1+ years previous experience in a Workforce Management role as an RTA
Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
Decision making and complex problem-solving skills
Proactively gather the right data from appropriate sources, conduct root cause analysis, refer to long term plans and goals, prioritize key factors, and act decisively, promptly, and confidently
Flexible schedule, including nights and weekends as needed Preferred Qualifications:
Advanced Microsoft Excel skills
Ability to prioritize and meet tight deadlines
Analytical with attention to detail
Ability to maintain composure in critical situations and communicate clearly with stakeholders
Demonstrate an ability to analyze data, using the data to drive decision-making and implement effective resolutions
Proven ability to build relationships quickly
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1840 & Company

Makati City, Metro Manila
₱18,000 per month
Permanent
Full-time