EDUCATIONAL QUALIFICATIONS
- Undergraduate in college is accepted
RELEVANT EXPERIENCE
- With 1-year experience as a Real Time Analyst in a BPO setup
- Good spoken & written English communications skill
- Computer proficient and can navigate the computer with minimum-to-zero supervision
- Skills in Excel is a must
Key Responsibilities and Duties
- Monitors real-time ACD work state of agents, schedule and break adherences, and agents exceeding thresholds.
- Ensure staffing and service levels are within acceptable range.
- Conducts analyses and recommends solutions to real-time performance issues with the Operations Management Team.
- Approves discretionary activities to increase occupancy and take advantage of high availability.
- Increases staffing level during IRROPS or high call volume.
- Administration of intraday schedule changes.
- Ensure all required WFM data is tracked and trended on a continuous basis.
- Delivers regular and ad-hoc reports on time as requested by the internal and external clients.
- Communicates identified risks to Operations Leadership, Management, Technology Team, and client counterparts including outages and system issues.
- Performs other duties and assignments as directed.
FUNCTIONAL COMPETENCIES
- Ability to learn and apply procedures
- Adaptability
- Communication / Customer Service
- Stress Tolerance
- Work Commitment / Motivation
- Problem Solving Ability
- Analytical and Methodical Abilities
- Willing to work in Iloilo
- Willing to work full on site, on shifting schedules
