Title: Real Time Analyst
Job Description
REAL-TIME ANALYST
Work On-site in Cebu City
Shifting Schedule
Job Responsibilities:
1. Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
2. Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation
3. Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.
4. Generates and evaluates staffing schedules
Qualifications:
- atleast 2-4 years of relevant experience as real-time analyst
- Good analytical skills
- Excellent in MS Excel & number crunching
- Experience with Workforce Management software (scheduling, performance tracking, reporting)
- Good interpersonal skills
- Excellent oral and written communication and listening skills