ALABANG | Real Time Analyst

The Real Time Analyst is a Workforce Management role that reports to the Workforce Manager and will take direction from the Workforce Forecasting and Scheduling Analyst. The RTA responsibilities include monitoring multiple queues and agents from multiple programs to ensure consistent service is maintained.

Requirements

• Ability to multitask, prioritize and meet deadlines.
• Excellent written and verbal communication skills.
• Ability to function in a team environment, providing the necessary support and assistance for all members of each account team (Supervisors, Lead Agents, training etc.).
• Must be available to work rotating schedule including nights and weekends.
• Intermediate proficiency with Microsoft Office applications, specifically excel.
• Strong analytical skills, understanding complex reporting and data transformations from multiple sources.
• Experience working in dynamic and fast paced operating environment.
• Prior experience with Aspect eWFM or other Workforce tool and asset.
• Experience in scheduling and/or operations role within a high volume call center environment.
• Prior experience with Aspect eWFM or other Workforce tool and asset

Benefits

• Not specified