Workforce RTA - Real Time Analyst | Onsite QC

• Candidate must possess at least a Bachelor's/College Degree , any field.
• At least 2yrs experience as a Reports Analyst is required for this position
• Solid knowledge in WF management fundamentals
• Knowledge of scheduling process and experience with automated software
• Must be highly proficient in MS Excel and/or Google Sheets, MS Word, MS Power point
• Applicants must be willing to work in Robinsons Giga Tower, Bridgetown Quezon City, ONSITE
• Applicants must be willing to work in shifting schedule (mid shift-graveyard shift), holidays and weekends if needed.

Responsibilities:

• Manage intraday staffing needs in order to meet client requirements based on prescribed intervals
• Monitor real-time teammates’ call/email/chat status in order to maintain efficiency in serving customers
• Regularly update teammates’ adherence in order to reflect accurate reports which are critical to client analysis
• Communicate identified intraday risks to the site’s stakeholders through program prescribed reports such as, but not limited to, queue status, absenteeism, system issue escalations, interval call drivers, shrink reports
• Regulate proactive approval and denial of discretionary off-the-phone activities such as, but not limited to, scheduled vacation and sick leave applications, trainings and meetings in order to meet service levels
• Adjust schedules accordingly to adapt to current day changes if forecast has high deviation from actual
• Maintain employee information changes
• Analyze and optimize schedules accordingly to meet the forecasted requirement provided by the client
• Actively participate in weekly and daily staffing review with management or other stakeholders to detail past, present and forecasted performance in order to adequately staff personnel to meet client requirements