rta AnalystStefanini Philippines, Inc.
Salary: Agreement
Work form: Full time
Posting Date: 13/10/2025
Deadline: 26/08/2023
Job Description
Job Description
Positions Available:
3
Details:
Job Responsibilities:
Ensure that all contractual Service Level metrics are met by monitoring agent activity on a real-time basis and addressing issues in a timely manner (adherence, long calls, absences, etc.).
Monitors workforce management system, ACD's, client tools and other work load/service level information.
Coordinates outage and/or major event information with the client and leadership team and is responsible for updating/distributing statistical information.
Responsible for implementing work schedules and monitoring shift changes of agents in order to ensure that there are sufficient manpower deployed at a given shift schedule.
Respond to questions related to SLA performance real time with documentation and analysis.
Make recommendations to accommodate unexpected changes in staffing requirements. Determine overtime and recommend Low Queue opportunities, recommend changes to scheduling and perform real time adjustments to ensure business needs are met. Report this information to Service Delivery at regular intervals throughout the day.
Provide support in identifying and escalating system related issues
Prepares reports and statistical data for internal and external clients
Assists Workforce Specialist with analysis as required
Job Requirements
Details:
Skills, Licenses, Knowledge, Education and Training Requirements:
Minimum 1 year experience and expertise within a Call center / Help Desk type of environment
Ability to multi-task and manage simultaneous projects with both direct and indirect supervision
Ability to work in a team environment
Ability to work independently on multiple assignments without losing focus
Excellent interpersonal skills
Excellent attention to detail
Excellent organizational skills
Excellent decision making and problem solving skills
Excellent time management skills
Excellent oral and written communication skills
Strong analytical and problem-solving skills
Knowledgeable in Microsoft Windows and Microsoft Office 2010
Reporting skills
Willing to work on shifting schedules, holidays or during weekends and overtime
Pay Range:
Based on Experience
Job Description
Positions Available:
3
Details:
Job Responsibilities:
Ensure that all contractual Service Level metrics are met by monitoring agent activity on a real-time basis and addressing issues in a timely manner (adherence, long calls, absences, etc.).
Monitors workforce management system, ACD's, client tools and other work load/service level information.
Coordinates outage and/or major event information with the client and leadership team and is responsible for updating/distributing statistical information.
Responsible for implementing work schedules and monitoring shift changes of agents in order to ensure that there are sufficient manpower deployed at a given shift schedule.
Respond to questions related to SLA performance real time with documentation and analysis.
Make recommendations to accommodate unexpected changes in staffing requirements. Determine overtime and recommend Low Queue opportunities, recommend changes to scheduling and perform real time adjustments to ensure business needs are met. Report this information to Service Delivery at regular intervals throughout the day.
Provide support in identifying and escalating system related issues
Prepares reports and statistical data for internal and external clients
Assists Workforce Specialist with analysis as required
Job Requirements
Details:
Skills, Licenses, Knowledge, Education and Training Requirements:
Minimum 1 year experience and expertise within a Call center / Help Desk type of environment
Ability to multi-task and manage simultaneous projects with both direct and indirect supervision
Ability to work in a team environment
Ability to work independently on multiple assignments without losing focus
Excellent interpersonal skills
Excellent attention to detail
Excellent organizational skills
Excellent decision making and problem solving skills
Excellent time management skills
Excellent oral and written communication skills
Strong analytical and problem-solving skills
Knowledgeable in Microsoft Windows and Microsoft Office 2010
Reporting skills
Willing to work on shifting schedules, holidays or during weekends and overtime
Pay Range:
Based on Experience
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Stefanini Philippines, Inc.
About the company
Stefanini Philippines, Inc. jobs
Metro Manila
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