real time AnalystUnifin, Inc

Unifin Inc is a BPO company with multiple operations in North America, Latin America, and Asia Pacific Region. The company recently established its operations in the Philippines and we are looking for an extraordinary talent who will be part of our pioneer and diverse team. Are you passionate about joining a start-up company where opportunities are unlimited? Do you love taking challenges and making your brilliant ideas into reality?
Be one of us, and be part of our success story!
Your Role
As a Real-Time Analyst, you are responsible for maintaining Real-Time adherence to SLA metrics through monitoring Agent status and Productivity. You will send SLA Metric reports to internal and external stakeholders containing Agent, Team, Site, and Enterprise-level performance. Also, You'll coordinate appropriate staffing allocation and availability of call center staff in order to achieve service level objectives. Additionally, you'll monitor schedule adherence. Coordinate the adjustment or cancellation of same-day activities such as meetings, training, etc. and recommend optimal times or offer alternatives.
About You
For you to become a successful candidate for this role, you would need to have 2 years of experience in RTA or WorkForce Management, Scheduler, or Capacity Planning. A well-established 3-5 years of experience in a BPO setup. Bachelor's degree preferred, or college level. Proven experience in Time analytics, Queues, schedule adherence, and break adherence. You must have in-depth knowledge in using the following tools: CMS - Call Management system tool - Twilio, five9, ujet, Avaya, and Schedule Management tools like Aspect, IEX, Cisco, and blue pumpkin.
At UNIFIN, we understand that our corporate success starts by attracting the right people, developing and mentoring those that show potential, and taking steps to retain and promote our top performers.
We believe in our employees and invest in providing the best growth opportunities. Promotions at UNIFIN are based on merit, past performance, and leadership potential. We recognize our top employees and help them succeed.
When you join UNIFIN, you do more than joining a company. You become part of a talented team and self-driven individuals dedicated to bringing success to the Company and their lives.
Do you think you fit all of this? Click the apply button now
Unifin, Inc

Pasay City, Metro Manila
Permanent
Full-time