Job Description

Primarily responsible in closely monitoring real time call volumes & staffing to be able to identify whether the actual data corresponds with the data in the forecasted call volumes and staffing done by the Forecasting and Scheduling Team.

Duties And Responsibilities

Quality Management

Performs real-time monitoring and schedule adherence tracking on a 24 x 7 basis
Monitors Bi-hourly call volumes, AHT, and staffi ng requirements. Alert Operations management on threshold violation

Information Management

Verifi es communication of all information relevant to staffi ng
Plots PTO/SWAP in the database as against allocation
Update employee and team data maintained in the workforce management software
Facilitate agent skill assignment

Report Generation

Monitor, track and report agent schedule adherence and employee occurrences
Ensures timeliness and accuracy of the entire reports needed for an account where they are specifi cally assigned
Monitor and report allocation to workforce management team that may trigger changes in staffi ng plan and schedule

Liaise with Other Departments/Units

Act as cross-functional single point of contact for Workforce Management with Information Technology and Telecommunication regarding system-related issues that impact production. Track and report issues and resolution
Assist Operations Management with any schedule or staffing information requirement Performs other related duties as may be assigned either in support of divisional / departmental goal attainment or for his personal and professional training, education or development as programmed by superiors.

Qualifications

Preferably with RTA experience but open to Agents as well
Proficient in using Excel
Must be amenable to work in Eastwood, Quezon City

Workforce Real Time Analyst