Real Time Analyst

Minimum Requirements:

• Applicants must be willing to work and relocate to Clark, Pampanga
• Applicants must be a Filipino citizen or have a relevant residence status
• At least 1 year Workforce Management experience (any tower)
• High school diploma/GED required (College degree preferred)
• Strong analytical and organization skills, including trend analysis.
• Proficient with time management.
• Ability to plan, prioritize and organize effectively / detail-oriented.
• Demonstrate ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
• A thorough knowledge of computer software. Proficient in Microsoft Office, as well as other related applications.
• Demonstrate flexibility to adapt quickly to departmental changes and conditions.
• Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative.
• Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and practices.
• Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.
• Regular, punctual and consistent attendance.
• Ability to work in a team oriented environment focused on cross training and sharing workload responsibilities.
• Ability to meet deadlines.
• Ability to work outside of normal schedule with little or no notice.
• Ability to perform additional tasks as assigned.

Key Responsibilities and Accountabilities:

• Extract, organize, and present data by maximizing the functionality of WFM applications and manual platform (Microsoft Excel reporting)
• Work as a Subject Matter Expert (Subject Matter Expert) for Real Time Analyst functions
• Help develop Workforce Management staff in order to enhance performance delivery, meet contractual obligations, and maximize staff retention
• Internal and external Audit Management through effective processes and controls
• Be a scheduling specialist backup
• Conduct/attend trainings, share best practices, and facilitate knowledge transfer sessions to other Workforce Management members

1. Intraday Management

• Be an ambassador for Centralized WFM function for Intraday Management
• Manage intraday activities on volume, Key Process Indicator, and productivity activities in both front and back office-operating environment
• Conduct full root-cause analysis on operational performance by turning findings to robust improvement plans
• Effectively manage and respond to the variability of intraday management

1. Escalation Management

• Function as a 1st level of escalation on misses of Intraday Analysts in misses in Service Level and challenges with Operations in executing real time action plans
• Function as 1st level of escalation on reporting inquiries and in troubleshooting reports; provide inputs in terms of conceptualizing intraday reports that will drive efficiency
• Liaise with all levels of internal management, client, and dnata operations
• Other tasks may be assigned