Workforce Analyst I

RealPage, Inc.


Date: 3 weeks ago
City: Cebu City
Contract type: Full time
Summary

A Real-Time Analyst (RTA) plays a crucial role in managing and analyzing live data to ensure operational efficiency and strategic decision-making, especially in environments like call centers and customer service. Here are the key roles and skills for an RTA with experience in chat, case, and call management.

Primary Responsibilities

  • Work closely with operations in continuously observing processes and workflows to identify inefficiencies in real time
  • Utilizing analytics tools to gather and interpret data on performing metrics, allowing for quick decision-making
  • Communicating findings to Operations highlighting areas of concern and suggesting improvements to optimize operations.
  • Communicate with agents for skilling assignment changes
  • Drive Service Level and Occupancy performance
  • Provide coverage for Support hours of operation
  • Work closely with the operations team to analyze and help improve their delivery processes
  • Establishing a system for ongoing feedback to ensure that improvements are sustainable and effective
  • Quickly identify and respond to operational issues or disruptions.
  • Generate and distribute real-time and historical performance reports to stakeholders.
  • Utilize workforce management and other relevant software tools to monitor and manage operations.


Required Knowledge/Skills/Abilities

  • 2-3 years of experience in Real Time WFM
  • Strong verbal, written and interpersonal communications skills
  • Experience using MS Office applications, Mastery in using Excel for data manipulation and analysis
  • Ability to work a flexible schedule, occasional overtime may be requested
  • Ability to work in office
  • Analytical thinking: ability to analyze complex data sets and identify trends or anomalies draw meaningful conclusions
  • Attention to detail: capability to spot discrepancies and monitor processes accurately
  • Adaptability: Real-Time Decision Making: Quickly adjusting strategies based on live data


Preferred Knowledge/Skills/Abilities

  • Experience working in Genesys Purecloud, Genesys WFM, Salesforce
  • Experience in working in back-office environment
  • Experience on PowerBI, Spreadsheet software (Excel and Google Sheets) and Salesforce reporting
  • Previous experience with reporting and building reporting templates

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