1 день назад
Real Time Analyst
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Real Time Analyst (Workforce Management): Monitoring real-time queues, staffing levels, and service performance in a voice-based call-center account with an accent on KPI tracking, adherence analysis, and workforce management tools. Focus on identifying operational risks, coordinating corrective actions, and preparing end-of-day performance reports in a 24/7 environment.
Location: Clark, Philippines; onsite, full-time
Company
provides artificial intelligence, automation, cloud engineering, advanced analytics, and business process services for brands worldwide.
What you will do
- Monitor real-time queues and identify risks to contractual KPIs, including service level, abandonment rate, line adherence, handling capacity, and SIR.
- Track interval-level performance against planned AHT, auxiliary time, and shrinkage, and correlate results with consultant-level non-adherence.
- Make real-time performance and staffing callouts to floor supervisors and coordinate offline activities.
- Follow up on non-adherence corrections to improve productivity, service level, and utilization.
- Partner with the Operations Manager on consultant-level deviations and KPI performance.
- Prepare end-of-day performance analysis reports.
Requirements
- At least two years of documented RTA experience in a voice-based account.
- At least one year of call-center work experience.
- Strong MS Excel and reporting skills.
- Proficiency with workforce management tools and a basic understanding of call-center KPIs, including AHT and service level.
- Good verbal and written communication skills.
- High school diploma or GED, approximately 11 years of education.
- Flexibility to work in a 24/7 environment, including graveyard shifts, weekends, holidays, and overtime when required.
Nice to have
- Knowledge of CMS Avaya Supervisor, eWFM, or IEX.
Culture & Benefits
- Work with market-leading technology and business process services.
- Opportunity to support iconic brands and digital transformation initiatives.
- Employment in a 24/7 operational environment with flexible shift coverage.
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