Real-Time Analysts Makati

Salary TBD
19/F Robinsons Summit Center, Ayala Ave., Makati City, Philippines

QUALIFICATIONSAt least an undergraduate degree or equivalent work experienceWith at least 1 year of work experience as a Real-Time Analyst in a BPO settingSolid knowledge in Workforce management fundamentalsWith experience developing dashboards, visualizations, and understandable reportsDeep understanding of applicable performance metrics and dataExcellent technical proficiency and experience:Highly proficient in MS Excel, MS Word, MS PowerPoint, and Google SheetsMust have intermediate to advance Access and Excel dashboarding experienceGood analytical skills with experience collecting, organizing, analyzing, and disseminating dataExcellent communication, collaboration, time/project management, problem solving,
organizational, and analytical skillsWilling to work on-site on a flexible scheduleRESPONSIBILITIESReal-Time Analysts are part of the Workforce Management team and are responsible for monitoring and managing real-time operational performance. Their tasks include:
Ensuring service goals are met by monitoring, coordinating, and adjusting staffingMonitoring, tracking, and reporting employee attendance, schedule adherence and offline activitiesDeveloping and implementing strategies to enhance program efficiencies, adherence, and productivityCorresponding with clients regarding real-time performance and statusCoordinating with key stakeholders when deciding on real-time action plansImplementing workforce management policies and proceduresUpdating and recording operation's production dataDeveloping and submitting daily and adhoc reportsRepresenting Workforce Management in any WFM-related client conferencesPerforming other tasks as required by the program and the company
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