Real Time Analyst - Makati

Industry Category	Computer / Information Technology	Position	IT-Network / Sys / DB Admin
Recruitment Department		Number Of Recruits	several
Work Location	Metro Manila (NCR) Makati	Nature Of Work	Full Time
Gender Requirements	Male	Marriage Requirement	No marital status restrictions
Education Level	Open to all levels	Work Experience	No work experience restrictions
Age Requirement	Above 18 years old	Salary Package	25000-30000 PHP / Monthly
Updated Date	2022-09-27	Valid Until	Long-term validity

Job Description

The WFM Specialist 1 is responsible for real-time management of the center and/or program’s service level performance and other KPIs. This includes ensuring that agents remain in adherence to their plotted on and off phone schedules and that activities continue to occur as planned or as best as performance allows. The RTA is responsible for deploying well analyzed mitigation strategies when the following (but not limited to) are off target:

Service Level ObjectivesAHTOccupancyStaffing ManagementTime Off ManagementOutage Management 

Real Time Management

Monitor queue and staffing status for all contact types and execute defined strategies to effectively respond with the corresponding actions to mitigate off target attainment. This includes, but not limited to agent re-skilling, leveraging overtime and support hours and deploying additional time offs to prevent staffing above required.Facilitate daily Touch Point meetings with OPS, CS and other departments to convey strategies and leverage support towards successfulPrepare, maintain and update WFM SOP documentations as identified and requested during center downtimeMake recommendations toward performance improvement in all of WFM Driven / managed KPIs Accurately document key events that impact performance as they happen

Reporting 

Distribute Intraday and daily service KPI performance reports inclusive of commentary to various stakeholders – Operational leadership, client services, IT and to clients when applicableHourly reporting of running KPI metric attainment for the day for the following (but not limited to): Service Level standing, AHT, Absenteeism etcConsistent send out of Post Mortem or end of day analysis to capture key points in shift on which of the expectations were met, what did not and recommendations to ensure uplift for the move forward.

Others

Designs and/or improve report templates to effectively present production data and to clearly illustrate data trends relevant to management decision making.

Qualifications

College graduate of any course; or subsequently completing a college degree in any course with a minimum of 1 year experience in the Contact Center Industry for external applicantsHighly resourceful, proactive and can work with minimum supervisionStrong intrapersonal skills and is able to communicate with different levels. Must be very good in verbal and written comms.Operational knowledge in computer software such as Microsoft Office, particularly Excel, Word and Powerpoint. Knowledge in Google Spreadsheets and other related tools is a plus.Operational knowledge in multiple WFM Solutions and applications – IEX is preferential.Must be flexible to working days and hours and ensures to meet the current and future demands of the business and team that is being supported

Welcome to VXIAt VXI, we pride ourselves in helping our client partners develop technologies and customer care services that enable them to manage their business and customer relations more efficiently.We leverage our deep understanding of our clients’ challenges and opportunities, and we respond by designing custom solutions empowering our clients to respond with agility to swiftly changing market trends and ever-increasing customer demands.Headquartered in Los Angeles and with over 28,000 employees worldwide, our integrated service centers support all customer engagements in multiple languages in the United States, Philippines, Jamaica, Guatemala, and China.Our innovative solutions and professional teams enable our clients to focus on their most critical business goals, grow market share, increase geographical diversification, and lower costs while maintaining the highest of quality standards.We are confident in our abilities to make a significant contribution to your business growth. Contact us today to find out how we can be partners to achieve your success.The VXI StoryVXI Global Solutions, formerly Multi-Cultural Marketing, was initially created as an integrated customer contact center in 1998. We rapidly grew our vertical market expertise and language capabilities, specializing in call center and BPO services, multilingual support, software development, quality assurance testing, and infrastructure outsourcing. It didn’t take long for us to join the ranks of the top 50 telemarketing companies in the United States.In 2001, we rebranded to VXI Global Solutions, Inc. to better reflect the breadth and sophistication of services and solutions that we provide to our clients.Continuing on our growth path, VXI expanded operations into China in 2005 by acquiring the necessary licenses to operate throughout the country. Our experience in the Chinese market has allowed us to assist multinational companies looking to expand their reach into one of the world’s largest global economies shaping the next phase of their growth.In 2013, Bain Capital made a minority investment to help the company add experienced personnel, expand our geographic footprint, and to invest in best-in-class technologies and processes. VXI acquired global ITO and R&D technology development company Symbio in December 2014. The move signified an expansion in our programming and technology development strategy.With over 28,000 people across 42 locations worldwide, VXI Global Solutions is one of the fastest growing, privately held business services organizations in the United States. Today, our client partners rely on our complete range of customer management contact center and technology solutions to retain and grow their customer base while maintaining the highest level of quality and operational excellence.Our Mission:Together with our partners we design, build, implement and support innovative customer engagement platforms by seamlessly integrating customer insights utilizing our robust technology and world class business services.Our Values:Excellence: From how we develop our talent to how we push ourselves to provide the best, most innovative products and reliable support, we constantly set the industry standard.Agility:  We’re receptive and responsive to ever changing markets, technologies and customer desires, and possess the flexibility to scale from start-up to enterprise-sized challenges.Teamwork:  We value close collaboration among our diverse set of talents and perspectives, and encourage respectful debate in pursuit of a common goal.Integrity: In each interaction whether it be with clients or with our peers-we are honest, accountable and manage expectations to foster a positive and productive work environment.Inventiveness: We believe in the power of curiosity and proactive exploration to find the greatest potential of an idea or support solution-we never stop asking if things can be better.In 2003, VXI expands in the Philippines with a 50-seat OB sales operation, scaling to 600 seats in less than a year. Now, VXI Philippines has 13,000 employees and growing.METRO MANILANORTH EDSA:  G/F Panorama TechnoCenter, 1029 EDSA, Quezon City.MAKATI: G/F Makati Cyber Two, EDSA Buendia, Makati CityMOA: G/F, Five Ecom Center, Pacific Drive, MOA Complex, Pasay CityDAVAOROBINSONS LANANG: 2/F Robinsons Cybergate Lanang, Davao CitySM ECOLAND: 2/F Annex SM city Davao, Ecoland, Davao CityFELCRIS CENTRALE: G/F Felcris Centrale Mall, Quimpo Boulevard, Talomo, Davao CityCYBERGATE DELTA: G/F Robinsons Cybergate Delta, J.P. Laurel Ave, Davao City