Real Time Analyst

Transcom is looking for talented individuals like you to join our awesome team! Be the next Real Time Analyst for our Transcom Pasig site.

Join our Transcom Family as a Real-Time Analyst!

As a Workforce Management Real Time Analyst, you will manage all call center traffic to ensure compliance with customer service level agreements. This will include - serving as the call traffic and trending analyst for the assigned operations, providing real-time and historical call center data to internal and external audiences, and working with call center supervisors and managers. In addition, you will analyze trends within assigned operations, not limited to call volumes, call patterns, staff productivity, performance trends, shrinkages, and resource allocation. This position will use the results of these analyses to adjust forecasted intraday call volume, AHT, and staffing, and apply the necessary action plans and strategies to address anticipated gaps.

Essential Duties & Responsibilities:

Real-Time Queue Management

• Assists and directs the day-to-day call traffic to service centers, assuring that service level agreements are consistently met.
• Conducts load-balancing through skill skill-based routing system.
• Works with the assigned operations management team in adhering to the planned schedules and activities, implementing action plans aimed to alleviate ongoing and anticipated challenges.
• Partners with the assigned operations department in coming up with real-time action plans needed to mitigate the ongoing challenges and works with the team in the proper execution of the tasks at hand.
• Implements and supports a standardized call center staffing model, as well as makes recommendations, and adjustments, and serves as a key analyst for staffing questions for management.

Communication

• Provides real-time analysis around productivity-impacting scenarios to customers to enable them to make timely decisions about offline activities and outages
• Assists with staffing requirement analysis and scheduling of staff to ensure contractual service levels are always met and communicates the plan to the assigned operations management.
• Provides ongoing internal communications with call center staff and management on load balancing and staffing requirements in real-time, historically, and proactively.
• Performs analysis to support call trending and tracking of call volumes used to assist in staffing decisions.
• Acts as the focal point between the client workforce management team and the assigned operations management.
• Participates in and contributes to performance improvement activities.

Real Time Reporting

• Establishes and maintains an appropriate level of call center reporting to key stakeholders. This includes but is not limited to real-time and historical reporting on call volumes, staffing, and historical call trends. Establishes these reporting procedures and becomes a central repository of call center data.
• Assists operations leaders with ad-hoc reports detailing performance outputs and/or challenges.
• Participates in special projects and performs other duties as assigned.

Outage Escalation and Management

• Gathers relevant information on technical issues and communicates with the appropriate support departments.
• Communicate the outage or issue to the supported client counterparts until the resolution

What we are looking for:

To be successful in this role you must…

• Preferably a college graduate, or at least with a secondary school diploma.
• At least 3 years of related contact center experience.
• Minimum of 1 year traffic management experience in a complex skills-based routing environment, for external candidates.
• For internal candidates, must at least have 1 year of tenure with Transcom, and no issued PDs.
• Good understanding of basic contact center metrics and overall contact center operations (applicable to external candidates)
• Can articulate performance metrics and calculations such as, but not limited to, Service Level, Staffing Adherence, Avg Handle Time, Avg Speed of Answer, etc. (applicable to external candidates)
• Excellent verbal and written communication skills

What's in it for YOU

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are providing these employee benefits, which you'll be able to utilize once you join our team!

• Day 1 HMO
• Meal & Transportation Allowance
• Rice Subsidy
• Clothing Allowance
• 24/7 Teleconsult
• Free Psychologist Consultation
• In-house & Online Pharmacy
• Scholarship Program
• Retirement Fund
• Free Meal & Medicine (through Transcom’s Tap Card Rewards)
• Loyalty Incentives
• Accidental & Life Insurance
• Free Shuttle Service

What Life at Transcom is like

At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.