EASTWOOD CITY - Real Time Analysts - Permanent WFH!

Industry Category	Services	Position	Customer Service
Recruitment Department		Number Of Recruits	several
Work Location	Metro Manila (NCR) Quezon City	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	Negotiable
Updated Date	2022-09-26	Valid Until	Long-term validity

JOB SUMMARY

This position will be responsible for the development, enhancement, and management of the contact center reporting.

ESSENTIAL DUTIES:

Monitor intra-day contact volumes and real time staffing to drive performance and ensure key service level goals are attained for multiple clients.Including but not limited to queue threshold monitoring, net staffing outlooks, comprehensive root-cause analysis, agent adherence/conformance monitoring.Provide interval level performance metric updates, analysis with observations, key insights, recommendations/solutions and root cause analysis to client and vendor support teams.Lead/facilitate checkpoint meetings with contact center leadership teams providing analysis and direction.Execute intraday applicable ACD routing strategies and changes within routing profiles.Collaborate with client operations teams and internal client support teams.Drive operational improvements for clients, develop, document, maintain and support SOP’s.Successfully engage in multiple initiatives simultaneously and collaborate daily with team members.Execute continuous optimization and improvement align with industry best practices for the WFM Intraday Management practice and maintain relationships with stakeholders by meeting and educating them on the nuances of Intraday Management to foster credibility and partnership.Provide inputs for monthly and quarterly business reviews for stakeholders by collecting, analyzing, summarizing data to drive continuous improvementSolid analytical and reasoning abilities, including high level of strategic thinking and ability to articulate strategy through the analysis of data and presentation to all levels of the business.Expert in translating metrics and reporting concepts to all levels of the organization.Perform other duties as assigned

QUALIFICATIONS:

Prior experience in intraday management, working with workforce management tools (e.g., Aspect eWFM, Nice IEX, Verint, Calabrio, etc.), telephony platforms and theoretical knowledge of how the software works.Knowledge of support for back office workforce management activitiesAt least 4 years of contact center experience; minimum of 1 year of Real Time / Intraday Management work experienceExperience with contact center functionality, reporting, and analytics (e.g., IVR, ACD, WFM, etc.).Ability and comfort level to communicate (written and verbal) with clients, vendors and team members.Experience working in a constantly changing environment and is ok being flexible as Client’s needs change and evolve.Ability to work all shifts (includes nights, weekend, and holidays) as well as be on-call and can work overtime as needed.Experience creating process documents and procedures, user guides, client playbooks would be desired.Ability to identify opportunities for improvement as well as proven success driving change through strategic initiativesAbility to work within teams to accomplish goals

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise™.Mahindra is a USD 4.9 billion company with 121,840+ professionals across 90 countries, helping over 935 global customers including Fortune 500 companies. Our innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value to our stakeholders.Tech Mahindra Business Process Services (BPS) is the BPO arm of Tech Mahindra which focuses on Business Process as a Service (BPaaS) and BPO services across various industries including Telecom, Financial Services, Retail, Energy, Hospitality, Hi-Tech, Agriculture, and Food & Beverage. Our approach goes beyond cost reduction to process optimization and ownership through automation and productivity improvements.Tech Mahindra BPS delivers value for customers through flawless execution of a seamless suite of services that operate across the entire lifecycle of end users and covers both revenue and cost sides of the customers’ business operations. The BPS includes Operations, BPM, and Consulting.Tech Mahindra offers innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise™. Our technology and process expertise combined with investments in platforms and IP, have delivered significant transformation programs for Global Customers across customer services, IT and Network.