Real-Time Workforce Analyst

IntouchCX

Metro Manila

On-site

PHP 300,000 - 420,000

Full time

2 days ago

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Job summary

IntouchCX in the Philippines is seeking a Real Time Analyst (RTA) to monitor and optimize real-time performance of contact center teams. The role involves analyzing scheduling, queues and forecasts and communicating insights to management and team leaders.

You will adjust staffing, solicit extra hours when needed, monitor attendance and adherence, and ensure teams understand their statistics. Requirements include a high school diploma, strong communication, Excel skills, and adaptability to

Qualifications

High school diploma or equivalent (required).
Some post-secondary schooling (preferred).
Good communication skills.
Advanced knowledge of MS Word and Excel.
Adaptability to learn a variety of software programs.
A high level of accuracy with regards to data entry.
Strong analytical and problem solving skills.
Willingness to learn and adapt to working in a new environment.
The ability to multitask and self-manage your work day.

Responsibilities

Evaluate large amounts of data.
Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members.
Adjust staffing and scheduling according to changing needs of the business.
Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients.
Monitor schedules and escalation issues regarding attendance adherence.
Work with team members to ensure they know their statistics related to the schedule.