Philippines Job Openings
Intelligent Sales Philippines
Real Time Analyst (IT-BPO/Ecommerce)
FULL TIME
September 20, 2024
- 2+ years of RTA Experience with hands-on experience of IEX and CXOne.
- Oversee all real-time WFM activities to ensure operational and client goals are met
- Implement analysis and reporting via WFM tools available
- Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team.
- Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
- Reporting of information such as call volumes, SL and abandon rates as and when required by the business.
- Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.
- Excel knowledge is compulsory with working knowledge of other MS Office tools like Power Point, Word and Outlook.
- Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
- Clear communication skills to manage client and stakeholder conversations.
- Team player as well as a skilled individual contributor.
- Ability to work on flexible schedules aimed at supporting a 24×7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.
Schedule:
- 8 hour shift
- Holidays
- Night shift
- Weekends
- 13th month salary
- Cebu City, Cebu: Reliably commute or planning to relocate before starting work (Required)
- Real Time Analyst: 3 years (Required)
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