real time AnalystFull Potential Solutions, Inc

Manage the call volume, daily attendance and program break schedules.
Ensure that primary KPI of the program is achieved (ILAM, SLA, ASA, AHT).
Assist with creation if metrics and targets for services.
Work closely with the operations team to analyze and help improve their delivery processes.
Generate ideas for process and service improvement planning.
Produce daily, biweekly and monthly internal reports.
Use trends and reports to forecast requirements.
Assist with projects and other duties as requested or assigned
Must have intermediate level Microsoft Excel skills - Including advanced formulas, also Word and Email.
Experience with IEX, CMS, Avaya, or Symposium and Blue Pumpkin an asset.
Experienced in managing ILAM is required (Line Adherence Model).
Ability to create reports in Excel and forecast results.
Attention to detail and high level of accuracy.
Ability to multi-task, focus and complete reports for extended periods of time.
Previous Workforce Management experience is required.
Work from Home
Entry Level / Junior, Apprentice IT and Software Business Process Outsourcing 1 opening Bachelor's degree graduate
Full Potential Solutions (FPS) is a performance-based outsourcing firm with operations in Kansas City, MO, Chennai, India and Manila that puts culture and employees first. We employ the best people, processes and proprietary technology available to deliver multichannel solutions for our clients and fulfilling careers for our employees. FPS is a rapidly growing, global company. We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program; medical, dental and vision benefits; and the opportunity for high potential career growth with a fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that if you put people first, you drive great results.Our Core Values:Integrity - Do what's right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respectExcellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvementAccountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionateGrace - Respect and appreciate differences, Care for one another, Humility, Make work personal Our Mission: To create conditions within which people can thrive!Interested? We're Hiring! We're looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA; Chennai, India, and Manila, Philippines.
Kalibrr

Pasig City, Metro Manila
Permanent
Full-time