workforce real time Analyst - dumagueteWonders Corporation

Job Description:
The Real Time Analyst is responsible for tactical planning and schedule adjustments, intra-day management, and historical trend analysis to ensure the call center achieves service levels and key performance indicators on a daily and interval basis. Key responsibilities include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver a world-class customer experience while controlling expenses.
EDUCATION & EXPERIENCE
Minimum of 1 year of experience as a Real Time Analyst or any related positions
Advanced proficiency in MS Excel, and have a solid background in all MS Office products
Experience in NICE IEX
Strong analytical and problem solving skills. Experience analyzing, interpreting and summarizing complex data as it relates to call center technologies and processes
Proven communication across all levels including front-line associates, management, peers, and senior management
Bachelors Degree in any field or equivalent
Requirements
SKILL & ABILITIES
Change management - taking a concept, recommending a solution, and developing and implementing a plan
Flexibility - adaptable and flexible to work environment, including but not limited to working the hours required to meet business needs, multi-tasking, and easily adapting to changes with minimal notice
Excellent written, verbal, and interpersonal skills
Strong organizational skills and follow-through
Ability to learn and implement new systems, procedures, and business processes quickly
Amenable to work onsite in Ortigas, Pasig City
Amenable to work on night shift schedule
Wonders Corporation

Dumaguete City, Negros Oriental
Permanent
Full-time