WFM REAL TIME ANALYST | TECHNOPOINT I ONSITE

Foundever®; Pasig; On-site; PHP 300,000 - 420,000; Full time

Job summary

Foundever® is seeking a Real Time Analyst to support long range planning and real-time performance analysis. You will collect, evaluate, and prepare complex statistical data for Operations/HR/WFM/Admin, and develop reports to ensure SLA adherence.

The role involves generating daily to monthly reports, monitoring queues and adherence, updating data bases, and presenting findings to leadership. A strong Excel/MS Office proficiency and at least 1 year in a similar role are required.

Qualifications

• At least 1 year experience as a Real Time Analyst.
• Knowledge of reporting methodology, principles and procedures; proficient with Excel and MS Office.
• Strong planning, time management and organizational skills.

Responsibilities

• Gather/generate reports on operations metrics (volume, utilization) and provide daily, weekly, monthly statistics to clients/accounts.
• Collate and update raw data as basis for reports.
• Respond to ad hoc and recurring report requests.
• Monitor real-time queue and schedule adherence impacting SLAs.
• Record absences and alert management to staffing spikes.
• Create and maintain agent schedules and attendance reporting.

Skills

Real Time Analyst

Excel

Tools

MS Office

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

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• At least 1 year experience as a Real Time Analyst.

• 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.