real time AnalystTranscosmos

This position will be responsible for overseeing the (Workforce) real-time management activities for an assigned call center operation. The objective of this position is to ensure that the staffing plan (schedules) are followed by each employee and meets the service and quality levels required by the program through the most efficient use of valuable staffing resources.
Key Tasks and responsibilities
· Analyze daily, weekly and intraday call volume patterns
· Preparation of reporting templates for intraday reporting
· Monitor and drive employee adherence to scheduled activities and communicate noncompliance to respective stakeholders
· Attendance and activity tracking in workforce management tool
· Hourly reporting of program performance.
· Capture, store and report on historical statistics using leading workforce management software package (service levels, attainment, occupancy, etc.)
· Communicate necessary adjustments to workforce requirements based on changing / dynamic forecast; reforecast if necessary
· Management of employee time to ensure KPIs (service levels, staffing levels, attainment and occupancies) are met daily
· Employee skill management (assigning / removal of skills to agents where there is a need for additional staff and vice versa)
· Oversee daily adherence issues, and occupancy concerns and assist with problems on a team environment
· Escalation of identified system issues affecting call delivery to stakeholders
· End of day reporting and;
· Creation of ad hoc reports (as necessary
Requirements
Skills / Attributes Required
Technical:
· Computer literate with an Excel proficiency of 8/10
· Solid knowledge of Workforce Management fundamentals
· Effective communication skills
Behavioral:
· Analytical
· Team Player
Qualifications [EDUCATION and/or EXPERIENCE]
· College degree or equivalent Workforce Management experience
Languages
· English
Other Duties:
The Job holder may be required to undertake other duties according to the needs of the organization. This job description is not intended to be an exhaustive list of activities, but rather an outline of the main areas of responsibility. Any reasonable changes will be discussed and agreed with before any variations to the job description are made.
Benefits
As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy and encouraging work environment in the premium district of Mckinley Hill, Taguig.
We also reward of our staff with great benefits including:
Great compensation packages
HMO/Medical and dental coverage
Life insurance
Non-taxable allowances
Night differential
And much much more!
Transcosmos

Taguig City, Metro Manila
Permanent
Full-time