real time AnalystAXIS ONLINE VENTURES INC.

JOB DESCRIPTION
Job Description
Qualifications: 
2+ years of experience working in a call center and/or transaction site
2+ years of Workforce Real Time Management experience and workforce systems such as Avaya, CMS, IEX etc.
Intermediate level of experience with MS Excel
Ability to work a flexible schedule, including weekends
Site Location: Quezon City and Taguig
Responsibilities: 
Queue management ensuring calls / transactions are being managed
Further optimization of scheduled activities and adjusting based on OOO shrinkages
Send of interval and productivity reports to spread awareness about the program status in production
Flag of the queue and out of adherence and ensuring agent productivity and efficiency
Attendance tracking and reporting
Recommend mitigation plans such as AHOD and overtimes if needed
RCA and deep dive analysis for failure of meeting SLA
Daily IDP calls
Weekly scheduling calls
Keep intact communication with Operations/Onshore WFM partner
Efficient skilling of associates based on their profiles
Send day-end reports
OTHER JOB REQUIREMENTS
Education
Bachelor's/College Degree
Field of study
Business Studies/Administration/Management
Specialization
Customer Service
customer service, Analytical skills