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Real Time Analyst

Company:
Transcom Worldwide Philippines Inc.
Location:
Pasig, National Capital Region, Philippines
Salary:
-
Posted:
June 20, 2017
Description:

Assignment Summary:

*Responsible for real time monitoring, tracking, documenting and communicating agent activity on multiple lines of business. Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines.

*Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures.

*Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment. Recommend procedural and operational guideline changes to improve communications and operational efficiency.

*Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.

*Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as company’s financial goals (efficiencies) are met.

*Making necessary adjustments in scheduling software to appropriately track the productivity of Call Center Agents.

*Planning and scheduling off-phone events.

*Maintain confidentiality relative to organizational strategies, objectives, and practices.

Requirements:

*Minimum 6 months call center experience.

*Ability to understand, manage and report metrics like Service Level, *Occupancy, Staffing etc.

*Ability to work with calculations involving addition, subtraction, multiplication, division, fractions, percentages, and ratios. Expected to apply these to practical staffing situations.

*Must demonstrate quick thinking, common sense, urgency, and problem solving skills.

*Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be enterprising, assertive and proactive in solving staffing problems.

*Good verbal and written communication skills. Ability to communicate in a clear and concise manner.

*Ability to perform multiple tasks with attention to detail in a fast-placed and shifting priority environment.

*Strong preference for candidates experienced in using Microsoft Excel.

*Impeccable attendance record.

Additional Requirements:

*Candidate must possess at least a Vocational Diploma / Short Course *Certificate, Bachelor's/College Degree, any field.

*Applicants must be willing to work in MANDALUYONG/ PASIG.

*Full-Time position(s) available.