Real Time Analyst - Newtown
ResultsCX
- Lapu-Lapu City, Cebu
- Permanent
- Full-time
- Manage multiple call queues in real time.
- Watch staffing levels at each site to ensure planned coverage is met on the interval level.
- Manage numerous real-time metrics such as: Service Level, Average Speed of Answer, Schedule
- Adherence, Occupancy, Average Handle Time, and After Call Work against a matrix of defined thresholds.
- Provide outage and crisis management (Facilitating communications between IT teams and site management.)
- Manage Interval, daily, weekly and monthly plan objectives
- Provide Key Performance Indicator - (KPI) reporting to Client and Results management teams
- Develop and Implement KPI Action Plans to drive performance goals.
- Work closely with the Global Resource planners (forecasting and scheduling) to ensure optimal staffing coverage on daily and weekly basis.
- Provide real-time skilling adjustments.
- Serve as the main contact point between Results and our Client Partners.
- Provide real-time leadership to Local Resource Planners (LRPs) assisting the enterprise in managing the intraday staffing requirements.
- An analytical mind set.
- Excellent attendance.
- Strong written and verbal communications skills
- Strong attention to detail
- A team player mindset
- Exceptional problem solving skills
- Proficiency in Microsoft Office applications such as Excel, Outlook, Word and Powerpoint & One Note knowledge is a plus.