Real Time Analyst - Makati

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