Real Time Analyst

Job Description

Job purpose

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 staffing requirements. Alert Operations management on
  
  

threshold violation

Information Management

• Verifies communication of all information relevant to staffing
• 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 specifically
  
  

assigned

• Monitor and report allocation to workforce management team that may trigger changes in staffing 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

• Open for agent level
• RTA background is preferred but not required
• Must be amenable work in Eastwood, Quezon City