Deskripsi Pekerjaan
Are you a detail-oriented analytical professional with a passion for Workforce Management? We are looking for a highly skilled Real Time Analyst to join our dynamic operations team in Makati City. In this role, you will be the heartbeat of our call center floor, ensuring that we maintain optimal service levels by monitoring performance in real-time.
You will utilize your expertise to track intraday performance, identify trends, and provide actionable insights that allow our leadership team to make data-driven decisions. If you thrive in a fast-paced environment where your ability to pivot quickly directly impacts operational success, we want to hear from you.
We offer a collaborative culture, opportunities for professional growth, and the chance to work with cutting-edge WFM tools to drive efficiency across our global accounts.
Tanggung Jawab
- Monitor real-time call volume, average handle time, and occupancy rates to ensure adherence to Service Level Agreements (SLAs).
- Proactively identify and address staffing gaps through effective schedule management and intraday coordination.
- Communicate operational performance updates clearly and concisely to floor managers and stakeholders.
- Manage real-time exceptions including call-outs, schedule adjustments, and unexpected volume spikes.
- Analyze historical data and current trends to provide recommendations for future scheduling improvements.
- Maintain accurate logs and reports regarding downtime, system outages, and staffing discrepancies.
- Collaborate with the WFM team to refine forecasting models and improve long-term operational efficiency.
Kualifikasi
- Bachelor’s degree in Business, Mathematics, Statistics, or a related field preferred.
- Minimum of 2 years of experience in Workforce Management within a BPO or call center environment.
- Advanced proficiency in Microsoft Excel (Pivot tables, VLOOKUP, complex formulas).
- Hands-on experience with WFM software such as IEX, Aspect, Genesys, or Verint.
- Strong analytical mindset with the ability to interpret complex data sets under pressure.
- Excellent communication skills with the ability to influence stakeholders at various levels.
- Flexibility to work in shifting schedules including nights, weekends, and holidays.