Workforce Real Time Analyst

Job Description

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

• At least 1 year of RTA experience
• Proficient in using Excel
• Analytical, and problem solving skills and be very detail oriented.
• Must be amenable to work in Eastwood, Quezon City