WFM REAL TIME ANALYST | CEBU - OPEN FOR FRESH GRAD I ONSITE

Foundever®; Cebu City; On-site; PHP 312,000 - 614,000; Full time

Job summary

Foundever® is seeking a Real Time Analyst to assist with long-range planning and real-time performance analysis. Under supervision, you will collect, evaluate, and prepare reports for Operations/HR/WFM/Admin, and generate narratives with recommendations to support service levels.

You will gather daily/weekly/monthly statistics, monitor queues, assist with scheduling, and ensure timely, accurate reporting to clients. Strong Excel skills and organizational ability are essential.

Qualifications

• 1 year experience as a Real Time Analyst or fresh graduate considered.
• Familiarity with reporting methods, principles, and MS Office tools.
• Strong planning, time management and organizational skills.
• Professional, polished and energetic demeanor.

Responsibilities

• Gather and generate operations reports (volume, utilization) for daily/weekly/monthly review.
• Monitor real-time queues and schedule adherence to gauge SLA impact.
• Prepare and deliver standard presentations and ad hoc analyses.
• Create and maintain agent schedules and attendance reporting.
• Upload data to client web applications and ensure on-time delivery of reports.
• Explain basic report content and real-time monitoring concepts to stakeholders.

Skills

Real-time analysis

Reporting

Planning & time management

Professionalism

Tools

Microsoft Excel

Job description

This position assists with long range planning and on-going analysis of real time performance and the determination of alternative plans when necessary. Under general supervision, collect, evaluate, and prepare reports and/or other complex statistical data for Operations/HR/WFM/Admin on time. Prepare statistical and narrative reports and recommendations and participate in the analysis and interpretation of data as appropriate. Generate/develop & maintain reports/systems to ensure Service Level Agreement.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Gather/generate reports (operations – volume, utilization, etc) and ability provide daily, weekly, monthly statistical reports to clients/accounts

• Collating and updating the raw data base as basis for various reports.

• Respond to daily incoming requests for ad hoc and recurring report

• Monitor real time queue and schedule adherence monitoring and reporting that will impact SLAs

• Accepts call ins for absences and sick leaves and updates necessary tools and officers involved. Expected to alert management for any spikes that would inadvertently affect staffing for the day.

• Report intra-day schedule changes to the Account Supervisor/Account Manager/Senior Account Manager

• Create and Maintain agent level schedules and attendance reporting. Assigning shift schedules for all Representatives (Technical Support Engineer or Customer Service Representative)

• Ensure that all standard reports will be submitted on a timely manner with complete and accurate information. First level analysis may be done as directed by superiors.

• Create simple templates as directed by superior

• Upload monthly data to client’s web based application and Deliver reports on time as requested by the client and/or management.

• Collect and read raw data, and prepare & generate standard presentation to be used for in depth analysis of the numbers as instructed by superior.

• Maintain collection and tracking of relevant data and appropriate records of contacts and results on a daily basis.

• Answer and explain simple questions on standard reports and real-time monitoring concepts, issues and processes

• May perform other additional duties and responsibilities as assigned.

QUALIFICATIONS

• At least 1 year experience as a Real Time Analyst. (Open also to fresh graduates)

• Knowledge of reporting methodology, principles and procedures. Has working knowledge of the tools used for monitoring and reporting and the use of computer and related software, including a working knowledge of Microsoft Excel and other Office applications.

• Strong planning, time management and organizational skills.

• Highly motivated, self-starter with a commitment to see proposals/reports through to their completion and effective maintenance of the same.

• Display a high level of professionalism, integrity, and maturity.

• Polished and poised. Project energy, self-confidence, authority, and enthusiasm

Equal Opportunity Employer

Foundever® is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race, color, national origin, religion, gender identity or expression, sexual orientation, marital status, veteran status, disability status, or any other characteristic protected by applicable local laws.