Description

Real-Time Analyst

Compensation and Benefits
• 23,000 to 30,000 (depending on current salary and experience)
• 14th-month pay
• HMO for employee and 2 dependents starting Day 1

Work Schedule – predominantly night shift
Location – Libis, QC or Alabang

Role And Responsibilities:

• Using the Aspect scheduling platform, monitor real-time compliance to schedule and investigate deviations based on established thresholds
• Monitor staffing levels to ensure that required resources/Service Levels are met on an interval basis
• Investigate any deviations and enter exceptions in real-time into the Aspect WFM and other systems as applicable (absent/sick calls, coaching, SPCL, etc)
• Adjust staffing levels from the queues as a result of changes in contact volume or contact handling (manage voluntary go home/overtime/skill changes) to maximize productivity
• Ensure contact flow and systems are operating properly throughout the day, escalate outages following established procedures
• Provide recommendations to Operations and forecast/scheduling on adjusted staffing levels and consult on individual schedule needs
• Monitor statistics to ensure Associate thresholds are within acceptable levels using real-time software, schedule and switch data
• Ensure scheduling standards and procedures are being adhered to and take corrective action as appropriate to address non-conformance
• Publish various reports and schedule updates per program guidelines
• Assist with departmental training and process documentation

Qualifications:

Must have finished at least 2 years of college
Two (2) years of experience in a BPO environment
At least one (1) year of experience as Real Time Analyst
Understanding of basic workforce management principles
Proficient in Microsoft Excel
Knowledgeable in EWFM Aspect, IEX and Genesys is an advantage

Interested and qualified applicants may send their updated resume to rosario@neksjob.com
Email Subject: Real-Time Analyst Applicants

Qualifications

Must have finished at least 2 years of college
Two (2) years of experience in a BPO environment
At least one (1) year of experience as Real Time Analyst
Understanding of basic workforce management principles
Proficient in Microsoft Excel
Knowledgeable in EWFM Aspect, IEX and Genesys is an advantage