real time Analystบริษัท เทเลไดเร็ค เทเลคอมเมิร์ซ (ประเทศไทย) จํากัด

We are looking for a Real Time Analyst to join our growing family. Come home and start your #BeHappier journey with TDCX today!
 
Top reasons to work here:
Above-industry average salary
Group life insurance starting on Day 1
HMO benefits on Day 1 + one free dependent after 6 months
15 Sick Leave credits with cash conversions
15 Vacation Leave credits with carry over
Premium & Instagrammable workspaces
Free overflowing coffee and cookies
Learning courses to help you grow
Career development programs
Engagement activities like free food day, raffles, birthday treats, anniversary gifts, contests and much more!
What is your mission?
You are required to perform these job functions:
Coordinates appropriate staffing allocation and availability of contact center staff in order to achieve service level and interval staffing objectives
Monitors site to ensure optimal staffing and adherence to intraday staffing plans
Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data
Administers volume contingency action plans as deemed necessary and appropriate
Generate and analyse reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
Facilitates real-time discussions with necessary stakeholders
Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness
Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests
Ensures that all reports originating from the department are accurate and reliable
Helps with the integration and implementation of new contact center technologies
Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX
Who are we looking for?
At least 2-3 year(s) of working experience in the related field is required for this position
Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent
Proven hands-on experience with workforce management
Excellent verbal, written, analytical and interpersonal communication skills
Must be willing to work night shift and/or shifting schedule

2 to 4 Years Experience