Real Time Analyst, WFM - Makati - Concentrix

    Concentrix
    Concentrix Makati

    1 linggo ang nakalipas

    Upper Management / Consulting
    Paglalarawan

    Essential Functions/Core Responsibilities:

    • Manage Real Time exceptions in a large call center environment
    • Provide communication to and from Operations and other support departments for escalation of service-impacting issues
    • Oversee call flow, real time, through workforce management tool (i.e. IEX).
    • Monitor intra-day call and work volume as compared to forecast.
    • Completes real time activities related to staffing Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as required
    • Ensures that service level reports to scan for issues and anomalies and reports perceived concerns to the Team Manager and/or client. (According to established escalation process)
    • Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance)
    • May conduct manual studies or analysis due to system shortfalls (i.e. AHT, etc.)
    • Manages special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.)
    • Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
    • Facilitate the transfer of information of helpdesk requests from Agents to technical support and ensures escalation on large-scale or global technical problems
    • Ensures that appropriate exception codes are entered to maintain accurate real-time monitoring data
    • Investigation of any deviations and enter exceptions in real time
    • Maximize efficiency and occupancy while meeting service objectives
    • Recognizes and recommends operational and support improvements

    Candidate Profile:

    • At least 1 year of experience or above in WFM
    • Should be comfortable with 24 X 7 working environment
    • Candidate should have excellent verbal communication skills and displays high confidence level
    • Candidate should demonstrate time management and prioritization skills
    • Candidate should demonstrate analytical, problem solving and logical skills
    • Basic understanding of Voice / Non-Voice RTA process & WFM Metrics
    • Candidate should have excellent written communication skills and is able to draft a write up with min grammatical errors
    • Mathematical and logical skills
    • Candidate has intermediate knowledge of Excel & PowerPoint and Candidate should be able to analyze information and discern trends
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