WFM - Real Time Analyst

Confidential; Metro Manila; On-site; PHP 279,000 - 424,000; Full time

Job summary

Confidential in Metro Manila is seeking a Workforce Management Analyst to oversee real-time queue management and performance reporting for Operations accounts. You will be the central point of communication, monitoring service levels, and driving action plans with Team Captains and Management.

The role requires a Bachelor’s degree and at least 1 year in Workforce Management within a call center environment, plus proficiency in MS Office and WFM tools. Training will be provided as needed.

Qualifications

• Bachelor's Degree in any field.
• At least 1 year of Workforce Management experience within the call center / customer service industry.
• Previous call center operations experience.
• Proficiency with MS Office applications and call center software such as Baleen, BluePumpkin, CentreVu.

Responsibilities

• Update and process data for real-time performance analysis.
• Obtain performance figures (e.g., call volume, AHT, service level) to address issues.
• Manage and monitor the queue to meet service levels.
• Communicate with Team Captains and Operations Management on account performance.
• Escalate major incidents and document them properly.
• Provide training for Team Captains and new hires as required.

Skills

WFM concepts

Call center operations

MS Office proficiency

Education

Bachelor's Degree

Tools

Baleen

BluePumpkin

CentreVu

Job description

Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.

• Updates and processes data for real-time performance analysis.
• Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.
• Manages and monitors the queue for the Operations account against the attainment of passing service levels.
• Keenly observes the queue and proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management.
• Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers.
• Escalates relevant information on account performance to Management and ensures proper document on major incidents.
• Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts.
• Provides information on key issues and challenges in attaining service levels, and devices necessary responses to resolve such matters.
• Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management.
• Conducts training for new hires, or as required for Operations.

Required skills + qualities (technical):

• Bachelor's Degree in any field
• At least one (1) year of Workforce Management experience within the call center / customer service industry.
• Previous call center operations experience

Required skills + qualities (non-technical):

• Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).
• Prior knowledge of client specifics (i.e. nature of account, metrics) and of ACD / PABX and workforce management software systems preferred.
• Working knowledge of call center operations and organization.
• Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu)