Hiring Real Time Analyst with 1 yr experience Work in Makati
NeksJob Philippines
Makati, National Capital Region, Philippines
3d ago
source : Fidanto

1 Job Summary The Real Time Analyst RTA is responsible for real time monitoring tracking documenting communicating and reporting on multiple channels lines of business ensuring we have the correct assignment of agents 2 Duties and Responsibilities Responsibilities Intraday Management of Resources Real time monitoring of all queues making adjustments to task allocations driven by real time trends Real time monitoring of agents ensuring adherence to their schedules handling pending time off requests and schedule changes checking and flagging them according to their performance in terms of thresholds set for ACW Hold Time ATTR ASA etc Tracking attrition absenteeism and unproductive hours Planning and scheduling off production events e g training meeting etc Reports Analysis Build maintain and prepare hourly intraday end of day weekly and monthly reports while ensuring timeliness and accuracy of data Analyze real time volume trends and make staffing adjustments to ensure service level and productivity efficiency goals are met Act as Point of Contact POC First POC for any escalations outages system issues or any other production impacting situations Coordinate and collaborate with Operations IT HR and other departments to ensure smooth functioning of the production environment Recommend procedural and operational guideline changes to improve communications and operational efficiency 3 Qualifications Candidate must possess at least Third Year College At least 1 year experience on the job role Ability to understand manage and report metrics like Service Level Occupancy Utilization Staffing etc Ability to work with statistical models involving practical staffing situations Must demonstrate quick thinking decisiveness and problem solving skills Ability to define problems collect data establish facts and draw valid conclusions Must be 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 paced and shifting priority environment Must be proficient in MS Excel Schedule flexibility Requirements Minimum education level Bachelor s Degree Years of experience 1 Language s Tagalog Availability for travel Yes Availability for change of residence Yes

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