Workforce Real Time Analyst - Dumaguete
Wonders Corporation
Pasig City, National Capital Region, Philippines
5d ago

About us

Wonders Corporation was founded in 2013. We are headquartered in New York City, as an online technologies customer service platform that connects restaurants and call center agents.

Restaurants sign up to be on the Wonders platform and benefit from being able to tap into a lower-cost, commitment-free labor force that is always ready to handle takeout calls.

The company's services cover the United States and Canada. The restaurants that are currently using the service have spread over more than 40 states and hundreds of restaurants across the United States.

We take pride through our skillful service which provides customers with a satisfying ordering experience, helping the boss to retain customers and do business well.

Job Description

The Real Time Analyst is responsible for tactical planning and schedule adjustments, intra-day management, and historical trend analysis to ensure the call center achieves service levels and key performance indicators on a daily and interval basis.

Key responsibilities include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver a world-class customer experience while controlling expenses.

EDUCATION & EXPERIENCE

Minimum of 1 year of experience as a Real Time Analyst or any related positions

Advanced proficiency in MS Excel, and have a solid background in all MS Office products

Experience in NICE IEX

Strong analytical and problem solving skills. Experience analyzing, interpreting and summarizing complex data as it relates to call center technologies and processes

Proven communication across all levels including front-line associates, management, peers, and senior management

Bachelors Degree in any field or equivalent

SKILL & ABILITIES

  • Change management taking a concept, recommending a solution, and developing and implementing a plan
  • Flexibility adaptable and flexible to work environment, including but not limited to working the hours required to meet business needs, multi-tasking, and easily adapting to changes with minimal notice
  • Excellent written, verbal, and interpersonal skills
  • Strong organizational skills and follow-through
  • Ability to learn and implement new systems, procedures, and business processes quickly
  • Amenable to work onsite in Ortigas, Pasig City
  • Amenable to work on night shift schedule
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