Real-Time WFM Analyst: Live Queue Optimizer

VXI Global Holdings B.V. (Philippines); Davao del Sur; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) is seeking a Workforce Management/Real-Time Analyst who will support business leadership through development of reporting and analysis solutions and oversee processes for reporting infrastructure.

You will monitor queues in real time, balance staffing against call volumes, assist during downtime, and track schedule adherence with daily analyses and offline exceptions.

Qualifications

• Completed at least 2 years of college.
• Knowledge of Microsoft Excel, Business Objects, ACD switch reporting, Blue Pumpkin or IEX, and email systems are a plus.
• Must have at least 6 months experience in Workforce Management or Real Time Analysis.

Responsibilities

• Monitor queue in real-time.
• Analyze, monitor and balance real-time staffing levels vis-a-vis call volumes, busy lines, production issues.
• Assist during downtime.
• Real-time analysis on a daily basis to ensure schedule adherence and track off-line exceptions (segments).

Skills

Workforce Management

Real-time Analysis

Education

Some college (2 years)

Tools

Microsoft Excel

Business Objects

ACD Switch Reporting

Blue Pumpkin

IEX

Email systems

Job description

VXI Global Holdings B.V. (Philippines) is seeking a Workforce Management/Real-Time Analyst who will support business leadership through development of reporting and analysis solutions and oversee processes for reporting infrastructure.

You will monitor queues in real time, balance staffing against call volumes, assist during downtime, and track schedule adherence with daily analyses and offline exceptions.