Urgent hiring!!! Real Time Analyst ( Cebu ) - #129953

Foundever


Date: 1 week ago
City: Cebu City, Central Visayas
Contract type: Full time

JOB SUMMARY


The Real Time Analyst monitors actual vs plan delivery at queue & agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI.


Job Description

• Need to work on multiple clients using a variety of tools to monitor & report perfomance

• Create and use standard templates to ensure consistent & accurate reporting

• Communicate actively with various groups to share call outs/deviations


The Real Time Analyst (RTA) is part of the Workforce Management (WFM) team and is responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume.


Collect information for RTM

• Collect relevant program information about KPIs/BTP (Expectations)

• Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account


Queue management (within the interval)

• Monitor queue

• Manage skills

• Situation management

• BCP situations: Downtime, System issues, etc.

• Routing issues (client side)

• Volume allocation (Load balancing client side)


Intraday management (throughout the day)

• Planned to delivery governance (Service KPis, Handling capacity, Shrinkage, Handle time, Line adherence)

• Send Staffing Outlook for present day +1 day at the start of shift to share projected plan

• Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate


Schedule Adherence (Agent level)

• Update shrinkage segments in WFM tool

• Flagging agents out of adherence via Chat rooms/extns/radios


Reporting

• Shrinkage reports

• Skill/Account level Interval report

• Agent level report

• RCA report

• Schedule adherence reports


Other Qualifications:

  • At least 1 year RTA experience
  • No experience is acceptable but with excellent Communications skills and good knowledge with Excel
  • College Graduate or College Undergraduate

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