Real Time Analyst
- Full Time
- National Capital Reg- Mandaluyong City
- Salary As Per Industry Standard
Work Address : 41st Floor Pioneer Highlands West Tower II Madison St. Mandaluyong CIty, 1550
·Responsible for real-time and / or intraday management of resources to ensure correct number of agents is logged in.
·Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level goals.
·Monitors site to ensure optimal staffing level.
·Adjust intraday forecast derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using trends.
·Administers volume contingency action plans as deemed necessary and appropriate.
·Runs and analyzes reports with the result of making recommendations
·Facilitates real-time discussions with necessary stakeholders.
·Monitors daily schedules and ad-hoc request.
·Ensures that reports are reliable and shared timely.
·Assists integration and implementation of new call center technologies.
·Minimum of one (1) year of WFM experience in a call center environment.
·Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting.
·Experience with intermediate formula application.
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