Mission Control Analyst
Pasig City, Manila
6d ago

Job 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

Duties / Responsibilities 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 enviornement.

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 to workforce management 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.

Participate in functions / meetings as required

Work on special projects as needed Qualifications : Minimum 1 year call center experience

Ability to understand, analyze and report on call center metrics

Must demonstrate basic analytical, numerical, and problem solving skills

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

Ability to work with and apply to practical situations mathematical concepts such as addition, subtraction, multiplication, division, fractions, percentages, and ratios

Excellent verbal and written communication skills.

Ability to effectively present information across all levels of the organization

Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-

placed, shifting priority environment

Proficient in MS Excel

Flexible schedule and impeccable attendance record

Ability to write reports, business correspondences, and procedure manuals

Add to favorites
Remove from favorites
My Email
By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
Application form