Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for data analysis and workforce optimization? Foundever is seeking a skilled Real Time Analyst (WFM) to join our onsite team in Ortigas, Metro Manila. In this pivotal role, you will be the guardian of our workforce efficiency, ensuring that our agents are optimally scheduled and performing at their best to meet business objectives.
As a Real Time Analyst, you will monitor adherence to schedules, handle real-time adjustments during peak hours, and provide actionable insights to management. You will play a crucial role in reducing service level abandonment rates and maximizing agent productivity. We are looking for a proactive problem-solver who thrives in a fast-paced call center environment and enjoys utilizing data to drive operational success.
Tanggung Jawab
- Monitor agent adherence to schedules in real-time and identify patterns of non-compliance.
- Handle real-time scheduling adjustments and overflow management to ensure optimal staffing levels.
- Generate and analyze performance reports (SLA, AHT, FCR) to identify trends and areas for improvement.
- Collaborate with team leads and supervisors to provide coaching and support based on analytical findings.
- Conduct forecasting and planning activities to prepare for daily and weekly workload demands.
- Ensure compliance with company policies and industry regulations during daily operations.
- Participate in quality assurance processes and suggest process improvements to enhance customer experience.
Kualifikasi
- Bachelor’s degree in Business, Information Technology, or a related field.
- Minimum of 1-2 years of experience in Workforce Management, specifically as a Real Time Analyst or Scheduler.
- Strong analytical skills with the ability to interpret complex data sets and generate actionable insights.
- Proficient in MS Office Suite (Excel, PowerPoint) and WFM software (e.g., Calabrio, i360, NICE).
- Excellent communication skills, both written and verbal, for effective reporting and coaching.
- Ability to work in a fast-paced environment and handle high-pressure situations with composure.
- Onsite presence in Ortigas, Metro Manila.