reat time analyst/ real time ManagementIopex Technologies Inc.

Responsibilities:
A. Real Time Queue and Service Level Management
a. Facilitates monitoring of various programs assigned to him/her. i. Ensures that interval and day wise service levels are met through off the phone activity and break management. ii. Maintains AHT updates and regularly flags defaulters. iii. Engages with Operations to inform of current queue status and what they need to do to mitigate service level shortfall. b. Provides break and OTP schedules to Operations
B. Reporting Management
a. Facilitates interval and day end reporting for various programs b. Ensures that attendance reporting is current at all times
C. Maintains Timekeeping tool
a. Facilitates upload of employee schedules into the timekeeping system b. Facilitates corrections/amendments to scheduling information c. Generates compliance reports and other reports coming from the timekeeping system
Requirements:
Has general knowledge of Service Level, Occupancy and Capacity
At least 2 years of experience as a Workforce Real Time Analyst/Scheduler is required for this role
Has experience in dealing with Operations Personnel at various levels in terms of real time schedule management
Advanced skills using Microsoft Excel: Formatting/Conditional Formatting, Logical (IF) Functions, Mathematical Operations, References and Lookups, Pivot Tables, Graphs
Ability to prioritize and meet tight deadlines
Analytical with attention to detail
Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
Excellent English communication, listening skills, and Proven ability to build relationships quickly
Has above average grasp of Mathematical and Statistical concepts
Must be amenable to work onsite and can also do work from home set up should the need arise
Willingness to work on a graveyard/night shift schedule in Bonifacio Global City, Taguig City
Summary of role requirements:
Looking for candidates available to work on weekdays, Saturdays and Sundays
2-3 years of relevant work experience required for this role
Working rights required for this role
Expected start date for role: 31 July 2023