Deskripsi Pekerjaan
Real Time Analyst - Join the HGS Global Team!
Hinduja Global Solutions (HGS) is currently seeking a highly analytical and action-oriented Real Time Analyst (RTA) to ensure the seamless efficiency of our contact center operations in Quezon City. If you have a knack for data, a passion for optimizing processes, and the ability to remain calm and effective under pressure, this is the perfect role to leverage your skills and grow with a global BPM leader.
As a Real Time Analyst, you will serve as the central nervous system of the operations floor. You will be responsible for the real-time analysis of call center metrics, proactively identifying variances against the schedule, and executing tactical realignment strategies to meet strict Service Level Agreements (SLAs). Your role is crucial in managing resources effectively—from agent adherence and break management to coordinating overtime and off-phone activities. You will be the go-to expert for real-time data, providing clear and actionable insights to operations leaders and clients.
Why Choose HGS in Quezon City?
At HGS, we are more than just a contact center; we are a community of innovators dedicated to delivering exceptional customer experiences. By joining our WFM team, you will have access to advanced tools like Avaya CMS and Verint NICE. You will work alongside a supportive team of industry experts who are dedicated to your success. We offer a competitive compensation package (Php 45,000-55,000/month), comprehensive health benefits, career advancement opportunities, and a vibrant culture that celebrates diversity and achievement.
Take the next step in your workforce management career with a company that invests in your potential. Your journey towards becoming an integral part of a global success story starts right here in Quezon City.
Tanggung Jawab
- Perform real-time monitoring of inbound/outbound call queues, email, and chat interactions to ensure compliance with SLAs across multiple programs.
- Analyze intraday performance and implement strategic modifications to staffing levels, including rotating breaks, managing off-phone activities, and authorizing overtime.
- Track and manage agent adherence to schedules; collaborate with Team Leaders to improve adherence and reduce unplanned absenteeism.
- Prepare and distribute accurate real-time, daily, and weekly performance reports to Operations, WFM Management, and Clients.
- Identify, escalate, and document system issues affecting productivity and collaborate with IT for resolution.
- Maintain real-time dashboards and provide clear communication to the floor regarding current operational status and potential risks to service levels.
- Contribute to the calculation and management of shrinkage (auxiliary time, training, meetings) to ensure accurate resource planning and staffing efficiency.
- Participate in calibration sessions with the Scheduling and Operations teams to align on real-time actions and future strategic forecasts.
Kualifikasi
- Candidate must possess at least a Bachelor's/College Degree in any field, ideally in Business, Mathematics, or Data Analytics.
- At least 1 to 2 years of experience as a Real Time Analyst, Workforce Management Analyst, or similar role within a Contact Center / BPO environment.
- Proficient in using Workforce Management software such as Avaya CMS, Verint NICE, IEX, or Aspect.
- Advanced knowledge of Microsoft Excel (e.g., Pivot Tables, VLOOKUP, Charts, and Macros).
- Excellent analytical and problem-solving skills with a keen eye for detail and data accuracy.
- Strong verbal and written communication skills; ability to present data confidently to senior management and clients.
- Able to thrive in a fast-paced, high-pressure environment and make quick, effective decisions based on real-time data.
- Willingness to work full-time on shifting schedules, including nights, weekends, and holidays, as required by the campaign. Must be willing to work in Quezon City.