Real-Time Workforce Optimizer

Transcom; Pasig; On-site; PHP 420,000 - 540,000; Full time

Benefits offered by this job

Day 1 HMO

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Retirement Fund

Free Meal & Medicine (Tap Card Rewards

Loyalty Incentives

Free Shuttle Service

Job summary

Transcom Pasig is seeking a skilled Real-Time Analyst to monitor and optimize call center traffic, ensuring service levels are met. You will provide real-time and historical data to management and clients, analyze trends in volumes, staffing, and performance, and adjust intraday forecasts for volume, AHT, and staffing with actionable plans.

Join a dynamic team where you will contribute to load-balancing, routing strategies, and staffing decisions, collaborating with operations to maintain

Qualifications

• Preferably a college graduate or at least a secondary school diploma.
• Minimum 3 years of related contact center experience.
• Minimum of 1 year traffic management experience in a complex skills-based routing environment.
• Excellent verbal and written communication skills.
• Ability to articulate performance metrics such as Service Level, Staffing Adherence, and AHT.

Responsibilities

• Manage call center traffic to ensure service level agreements are met.
• Provide real-time and historical call center data to internal and external audiences.
• Analyze trends in call volumes, staff productivity, and performance metrics.
• Adjust intraday forecasted call volume, AHT, and staffing; implement action plans.
• Load-balancing through a skills-based routing system.
• Collaborate with operations management to plan schedules and staffing.

Skills

Traffic management

Real-time analysis

Call center metrics

Staffing planning

Education

College degree preferred

Tools

Skill-based routing system

Job description

Transcom Pasig is seeking a skilled Real-Time Analyst to monitor and optimize call center traffic, ensuring service levels are met. You will provide real-time and historical data to management and clients, analyze trends in volumes, staffing, and performance, and adjust intraday forecasts for volume, AHT, and staffing with actionable plans.

Join a dynamic team where you will contribute to load-balancing, routing strategies, and staffing decisions, collaborating with operations to maintain