Deskripsi Pekerjaan
Are you ready to optimize workforce efficiency and drive exceptional customer service? Transcom is looking for a skilled Real Time Analyst (For Pooling) to join our dynamic team in Davao. In this critical role, you will be the guardian of our service levels, managing real-time call center traffic to ensure we meet and exceed customer satisfaction targets. You will analyze call volumes, monitor agent availability, and implement strategies that keep operations smooth and compliant.
As part of the Transcom team, you will collaborate with WFM supervisors and planners to forecast staffing needs and adjust resources dynamically. Your analytical skills will help identify trends, reduce wait times, and improve the overall customer experience. We offer a collaborative environment where your insights directly impact business performance.
If you have a knack for numbers and a passion for customer service excellence, we want to hear from you. Join us in shaping the future of customer interactions in Davao.
Tanggung Jawab
- Monitor real-time call volumes and agent availability to ensure optimal staffing levels.
- Analyze call data to identify trends and forecast future workforce requirements.
- Ensure strict compliance with Service Level Agreements (SLAs) and performance metrics.
- Coordinate with management to adjust schedules during peak periods or emergencies.
- Communicate critical schedule changes and operational updates to the workforce.
- Assist in the development of WFM strategies to reduce costs while maintaining service quality.
- Document performance reports and present findings to the management team.
Kualifikasi
- Bachelor’s degree in Business Administration, Management, or related field.
- Previous experience in Call Center or Workforce Management is highly preferred.
- Strong analytical skills with the ability to interpret complex data sets.
- Proficiency in MS Office Suite, particularly Microsoft Excel.
- Excellent verbal and written communication skills.
- Ability to work under pressure and handle multiple tasks efficiently.
- Knowledge of workforce planning tools and call center operations.