Real Time Analyst for Makati

Essential Functions/Core Responsibilities:

Review completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards

Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes

Lead reviews of Call Center efficiency and customer service performance to ensure client needs and Convergys financial performance are met

Partner with support functions (IT) to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team

Lead the development of forecasts, resource plans, and schedules for new programs

Candidate Profile:

Associate's degree in related field from a four-year college or university with more than seven years of relevant experience (with at least two years of Progressive Mgmt. Experience) preferred

Experience with forecasting, capacity planning and scheduling software tools

Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

Advanced Microsoft Office skills

Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

Demonstrated ability to mentor, coach and provide direction to a team of employees

Demonstrated ability to take initiative and ownership with focus on continuous improvement

Excellent attention to detail

Demonstrated ability to foster customer service disposition and sense of professionalism for self and team

Solid understanding of the organization's business operations and industry. Demonstrated business acumen

Demonstrated ability to comprehend, analyze, and interpret