Workforce Real-Time Analyst
S
SupportNinjaWorkforce Management
PhilippinesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1 year
- Required Skills
- Microsoft ExcelGoogle Sheets
Requirements
- 1 year of experience in workforce management or real-time monitoring.
- Proficiency in Workforce Solutioning Tools (e.g., Verint, IEX, Playvox).
- Advanced skills in Excel and Google Sheets, including reporting capabilities.
- Experience in a call center environment.
- Strong verbal and written communication skills.
- Ability to maintain a positive and professional attitude.
- Commitment to participating in training programs and continuous learning.
Responsibilities
- Monitor real-time operations to ensure SLAs are achieved.
- Analyze real-time data to identify trends and patterns.
- Provide insights and recommendations to improve team member performance.
- Manage service levels, staffing levels, and call routing to optimize productivity and efficiency.
- Take necessary actions to address issues affecting service levels and escalate as needed.
- Coordinate with Workforce Schedulers and Planners to adjust schedules and staffing based on demand.
- Collaborate with other departments to resolve issues affecting operational performance.
- Provide operational insights to Service Delivery using tools like Time Doctor and Workgenda.
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