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    RTA - Real Time Analyst (Workforce Management) - Taguig, Pilipinas - Gratitude Philippines

    Gratitude Philippines
    Gratitude Philippines Taguig, Pilipinas

    5 araw ang nakalipas

    Default job background
    Buong oras
    Paglalarawan

    Main Responsibilities:
    Manage the call volume, real time monitoring of intraday, and program break schedules.

    Assist operations to maintain service level and create valuable report to do forecastingGenerate ideas for process and service improvement planning.

    Use trends and reports to forecast requirements on a timely mannerResponsible to call out members not adhering to time scheduleSend out alert to operations regarding adherence performance and productivity on a daily, weekly and monthly basisMonitor, report and consolidate for documentation of any system downtimeEffectively communicate to internal and external stakeholders any new and pending requirements to elevate service deliveryInitiate to offer overtime to meet billable hours requirements and effectively encourage to take advantage of itSkills and Qualifications:
    Demonstrate sound work ethic.

    Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and EmailVBA macros an asset (preferably but not required)Experience with IEX, CMS, Avaya, NiCeAbility to create reports in Excel and forecast results.

    Attention to detail and high level of accuracy.
    Ability to multi-task, focus and complete reports for extended periods of time.
    Previous call center experience required. Previous Work Force Management experience is considered an asset.
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