Real Time Analyst / Workforce Analyst

 Overview Real Time / Workforce Analyst 

Will partner with management to share responsibility for meeting service level and response time objective across all channels. Ensure effective and efficient utilization of resources.Plans, organizes and manage the workload through accurate forecasts, staffing calculations, schedules and management reports.Maintain the agent’s database, update agents preferences, special request, exceptions, vacations and holidays, in a timely manner.Continually improve the forecasting and scheduling predictions across the all contact channels.Develop special forecasts for all operational areas to assist in the developing staffing plans for projects as well as ongoing planning.Plan and distribute daily work schedules for agents and provide historical adherence report to management.Monitor real-time queues and adherence report to ensure service level and response time objective are met; oversee real-time escalation plans. Ensure maximum utilization of existing technology to support efficient traffic distribution and use of staff.Develop long-term capacity plans and provide accurate workload predictions for annual budgeting and planning.Perform and handle other duties/tasks, as assigned by Manager.

Critical Accountabilities

Manage Real time monitoring as it relate to queues, service level, and schedule adherenceGenerate daily, weekly, monthly statistics on adherence, attendance and ACD/CMS information to management and for capacity planning inputs for the staffing.Provides analysis on day-on-day performance of the programs being handledWork with the management team to anticipate, understand and meet the needs of the businessInterface with center management and central ops regarding factors that may impact staffing, service level and assist in coordinating center ops activities with central ops.Provides directional inputs for discussion and implementation

Process Improvement

Provides continuous improvement of processes and systems.Conducts process improvement discussions along with the manager to advance WFM strategic procedures

General Safety and Security

Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions.

Knowledge, Skills, and Abilities:

Understanding of and prior experience with: ACDs, CTI automation and skill routing required;Strong computer skills (e.g., Word, Excel, Access)Proven ability to analyze data, evaluate potential problems/opportunities and recommend sound solutions.Must be able to determine problems, resolve and recommend solutions; able to develop sound solutions to problems identified and to make firm decisions based on thorough analysis, creative thought, understanding of options and anticipation of outcomes.Must be able to meet the challenges of the business environment; adopting new paradigms when necessary to respond to changes; anticipating, understanding, and defining change as it impacts everyone and the organization.Excellent interpersonal and networking skillsExcellent writing and verbal communication skills, dealing politely, tactfully and firmly with a wide range of people and personalitiesHigh attention to detail and excellent process quality standardsProven ability to work effectively in a constantly changing/dynamic team environment and when necessary, assume a leadership roleCMS and WFM tool experience is a strong plus Knowledge of Inbound Call Center Environment is an edgeActuarial/Statistics/Math background is an advantage

REQUIREMENTS:

Self-motivated and can work with minimal supervisionCandidate must possess at least a Bachelor's/College Degree , Business Studies/Administration/Management, Mathematics or equivalent.At least 2 year(s) of working experience in the related field is required for this position.Applicants must be willing to work in Mandaluyong City.Flexible; willing to work on shifting and night scheduleAt least 1-4 Yrs Experienced Employees specializing in Actuarial Science/Statistics or equivalent.Full-Time position(s) available.We are currently on Work At Home set up and will return to site reporting until further notice and advised by Management