Real Time Analyst - Pasig City, Pilipinas - MicroSourcing

Paglalarawan

As
Real Time Analyst, You Will...
. Monitor real-time and non-real-time queues and adherence reports to ensure service level and response time objectives are met
. Ensure effective and efficient utilization of resources
. Create, Maintain, and Evaluate large amounts of data with the highest level of accuracy and integrity in a timely manner.
. Analyze and effectively communicate data in a clear and concise manner to Management Teams, Team Managers, and team members
. Adjust staffing and scheduling according to changing needs of the business
. Solicit extra hours or voluntary time off where applicable, to ensure staffing meets forecasted volumes
. Appropriately and effectively escalate issues regarding but not limited to Customer, Technical, and Staffing issues.
. Work with team members to ensure they know their statistics related to the schedule


Requirements:
. At least 1 year(s) of working experience in the related field is required for this position
. Well-versed in using Genesys PureCloud and Genesys WFM and other WFM applications
. Advanced knowledge of MS Excel and other basic Office 365 applications
. Willing to work from home and work flexible shift
. Excellent analytical and problem-solving skills
. Must have a passion to service customers and supporting team members
. Some post-secondaries or completion of post-secondary schooling
. Above average communication skills
. Adaptability to learn a variety of software programs
. A high level of accuracy in data entry
. Willingness to learn and adapt to working in a new environment
. The ability to multitask and self-manage your workday