Workforce Management Real Time Analyst
Majorel
Date: 3 weeks ago
City: Pasig City
Contract type: Full time
We're Hiring: WFM Real Time Analyst!
We are seeking a detail-oriented and proactive WFM Real Time Analyst to join our team in Pasig. The ideal candidate will be responsible for monitoring real-time performance metrics, ensuring optimal staffing levels, and facilitating operational efficiency within our contact center environment.
Location: Pasig, Philippines
Work Mode: Work From Office
Role: WFM Real Time Analyst
What You'll Do
What We’re Looking For:
We are seeking a detail-oriented and proactive WFM Real Time Analyst to join our team in Pasig. The ideal candidate will be responsible for monitoring real-time performance metrics, ensuring optimal staffing levels, and facilitating operational efficiency within our contact center environment.
Location: Pasig, Philippines
Work Mode: Work From Office
Role: WFM Real Time Analyst
What You'll Do
- Responsible for leading a team of Mission Control (Real Time / RTA) analysts and schedulers. Responsible for the performance of this team on its defined objectives. Act as the WFM point of contact for all assigned projects.
- Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production enviornement. Recommend procedural and operational guideline changes to improve communications and operational efficiency.
- Maintain confidentiality relative to organizational strategies, objectives, and practices.
What We’re Looking For:
- Minimum 3 year WFM experience in a call center
- Ability to understand, analyze and report on call center metrics. Must demonstrate good analytical, numerical, and problem solving skills.
- Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be enterprising, diplomatic and proactive in solving problems.
- Ability to work with and apply to practical situations mathematical concepts such as addition, subtraction, multiplication, division, fractions, percentages, and ratios.
- Excellent verbal and written communication skills. Ability to effectively present information across all levels of the organization.
- Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-placed, shifting priority environment.
- Proficient in MS Excel. Proficient in any WFM Software (Blue Pumpkin, IEX, Aspect etc)
- Flexible schedule and impeccable attendance record. Ability to write reports, business correspondence, and procedure manuals.
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