Real Time Analyst
We are looking for a Real Time Analyst to join our growing family. Come home and start your #BeHappier journey with Teledirect today!
Top reasons to work here :
Above-industry average salary
Group life insurance starting on day one
HMO benefits on day one + 1 free dependent after 6 months
Monthly performance bonuses upon regularization
25% Night differential rate (higher than the industry average!)
15 Sick Leave credits with cash conversions
15 Vacation Leave credits with carry over
Premium & Instagrammable workspaces
Free overflowing coffee and cookies
Learning courses to help you grow
Career development programs
Engagement activities like free food day, raffles, birthday treats, anniversary gifts, contests and much more!
What is your mission?
You are required to perform these job functions :
Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
Monitors site to ensure optimal staffing levels.
Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
Administers volume contingency action plans as deemed necessary and appropriate.
Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
Facilitates real-time discussions with necessary stakeholders.
Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
Ensures that all reports originating from the department are accurate and reliable.
Helps with the integration and implementation of new call center technologies.
Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
Who are we looking for?
Candidate must possess at least a Bachelor's / College Degree, any field.
At least 2-3 year(s) of working experience in the related field is required for this position.
Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
Proven hands-on experience with workforce management
Good verbal, written, analytical and interpersonal communication skills
Must be willing to work night shift and / or shifting schedule
Who is Teledirect?
We serve some of the world’s best brands from our centers of excellence in Singapore, Philippines, Malaysia, Thailand, Hong Kong, China, Japan and Spain.
We specialize in perfecting our client's customer experience and elevating their sales.
We are guided by a talent philosophy - selecting and employing the best professionals to make the outsource industry better for our people and our clients.
Our company has won over 200 contact center industry awards for delivering value driven by technology and continuously innovating our customer-
facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia.
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