Philippines Job Openings

Intelligent Sales Philippines

Real Time Analyst Supervisor (IT-BPO/Ecommerce)

FULL TIME

September 20, 2024

  • 6+ years of WFM Experience with hands-on experience of IEX and CXOne.
  • Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.
  • Advanced Excel knowledge is compulsory with working knowledge of other MS Office tools like Power Point, Word and Outlook.
  • Experience with tools like Python, R etc. will be an added advantage.• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
  • Team player as well as a skilled individual contributor.
  • Excellent interpersonal and communication skills to manage team, client, and stakeholder conversations.
  • People management and ability to get work done under high pressure situations.
  • 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.
  • Manage a team of RTA analysts to ensure business continuity through outage and event management along with business-as-usual KPIs.
  • Agent schedule adherence and queue management using WFM tools and call-out non-adherence activities to business and operations teams.
  • Enforce schedule adherence and KPI deliveries such as Service Level, AHT, Abandon, and ASA.• Monitor skilling changes for various units within a business to effectively manage channels/units based on dynamic requirements.
  • Suggest recommendations to WFM units as well as Operations to manage Overtime, VTOs, Same day ATOs and other offline activities based on intraday performance.
  • Create intraday and historical reporting to share business KPI delivery with stakeholders.
  • Create ad-hoc reports for real-time analysis on deviations to forecast, plans or schedules.
  • Create and present performance review presentations to stakeholders with statistical and analytical insights.
Experience Required: 6 years
Job Type: Full-time
Schedule:
  • 8 hour shift
  • Holidays
  • Night shift
  • Weekends
Supplemental Pay:
  • 13th month salary
Ability to commute/relocate:
  • Cebu City, Cebu: Reliably commute or planning to relocate before starting work (Required)
Experience:
  • Real Time Analyst: 6 years (Required)
Expected Start Date: 09/30/2024
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