Workforce Analyst I
RealPage, Inc.
Date: 1 day 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
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.
- 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
- 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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