Real-time Analyst for Awesome CX by Transcom - Davao City Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a Real-time Analyst for our Awesome CX by Transcom Davao site. This role will focus on identifying real-time schedule adherence patterns and trends, reporting on real-time schedule adherence, occupancy, and conformance at a site and agent level, to the leadership team and Account manager. Responsible to manage all intraday processes in support of operations to achieve SLA's and KPI's while maximizing site efficiency. Join our Awesome CX by Transcom Family as a Real-time Analyst Tactical Forecasting tasks (monthly forecasts & re-forecasting) Scheduling Generation & Optimization Schedule and Skill Set Priority Recommendations for all agents. Forecasting & Scheduling Playbook (Plan-of-the-Day) - sent daily Shrinkage Forecasts & Reporting HC Forecasting/Planning Forecast Reviews (Monthly) Attend weekly and daily staffing review meetings with Brand Partners and Ops Leadership Team detailing previous and current week's performance and forecasted performance of the week ahead and next week, while also identifying trends. Fill pre and post overtime availability (if applicable) Manage intraday staffing levels. Monitor real-time WFM Adherence Alerts and report to Team Leaders and Account Manager to address these trends. Approve discretionary activities to increase occupancy Administration of intraday schedule changes (update coaching requests in schedule). Communicate identified intraday risks to Account Manager and Leadership Team. Perform other WFM and Reporting assignments as directed. What we are looking for: To be successful in this role you must have…
1-2 years in Workforce Management or Data Analytical Role for a contact center. Intermediate proficiency using data entry tools such as Excel, Google Sheets, etc. (Preferred: Experience with forecasting manually through a data entry tool.) Strong analytical abilities, and critical thinker. Highly motivated, creative, and a self-starter able to excel with minimal supervision. Bilingual a plus - Fluent in English. Job Type: Full-time
Pay: Php30,000.00 - Php35,000.00 per month
Benefits: Health insurance Paid training Supplemental Pay: Overtime pay
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