real time AnalystThomson Reuters

The Real Time Analyst is a member of the Customer Service & Support department and part of the WFM Center of Excellence which is responsible for the contact centers across Thomson Reuters. The Real Time Analyst is primarily responsible for managing the daily workflow and usage of resources for the global contact center staff. This position will work closely with Workforce Schedulers and Workforce Analysts as well as the Operations team and business partners. The Real Time Analyst will also advise management of compliance and attendance issues, work with Training and Quality, and act as a liaison between the Workforce team and business partners.
About The Role:
Manage daily and interval schedule adherence and compliance, update intra-day plans accordingly, communicate revised SLA expectations to CoE and Operations leaders
Manage real time monitoring via available tools and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level performance goals and business objectives
Authorized and expected to reallocate inbound volumes and staff assignments in real time, week of, and as needed
Perform continual analysis of current performance (noting recent historical trends) and conduct real time re-forecasting to make necessary adjustments in staffing plans
Check attendance line regularly and notify leadership of exceptions
Evaluate intra-day performance reports to determine staffing needs before approving time off or scheduling off-phone activities
Manage the communication with the Operations teams and business partners to coordinate needed staffing adjustments based on current and forecasted results
Manage the daily/intra-day performance reports and status to leadership
Create a positive work environment that fosters successful team performance
Assist with resolving technical issues encountered by representative and impacting their ability to assist customers (assist with opening tickets and/or pulling in the correct technical resources)
About You:
Ability to work independently and as a team
Ability to work under pressure, meet deadlines and be accountable for performance
Able to multi-task, be detail oriented and demonstrate strong organizational skills
Demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
Demonstrate excellent interpersonal skills with all levels of organizational customers and team members
Experience with contact center and workforce management software and reporting tools; Aspect, Impact 360, Calabrio, Cisco phone system, CRM systems - Salesforce/FLASH/EMS; KANA Response software and other email/chat solutions
Bachelor's degree or related work experience
What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your
personal and professional growth through:
COVID-19 Response: Currently working remotely and following local COVID-19 bylaws and guidelines with the majority of our offices being remote until January 2022. Upon return, we will be embracing a hybrid work environment consisting of in-office and remote work
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
Wellbeing: Comprehensive benefit plans; company-wide Mental Health Day Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking
Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
Protect yourself from fraudulent job postings to know more.
More information about Thomson Reuters can be found on .
Thomson Reuters

Taguig City, Metro Manila
Permanent
Full-time