Real Time Analyst
transcosmos (TCIS), Philippines

For over 50 years, Transcosmos has been leading the global BPO industry with high-quality Customer amp; IT Support services on behalf of the world's leading brands including SONY, HYUNDAI and LEGO! Today we employ over 45,000 staff across 160 locations in 35 countries worldwide and due to great success last year, we will be GROWING FAST in 2020!

This position will be responsible for overseeing the (Workforce) real time management activities for an assigned call center operation. The objective of this position is to ensure that the staffing plan (schedules) are followed by each employee and meets the service and quality levels required by the program through the most efficient use of valuable staffing resources.

Requirements

Key Tasks and Responsibilities

• Analyze daily, weekly, and intraday call volume patterns
• Creation of ad hoc reports (as necessary)
• End-of-day reporting and;
• Escalation of identified system issues affecting call delivery to stakeholders
• Oversee daily adherence issues, and occupancy concerns and assist with problems in a team environment
• Employee skill management (assigning / removal of skills to agents where there is a need for additional staff and vice versa)
• Management of employee time to ensure KPIs (service levels, staffing levels, attainment, and occupancies) are met daily
• Communicate necessary adjustments to workforce requirements based on changing / dynamic forecast; reforecast if necessary
• Capture, store, and report on historical statistics using a leading workforce management software package (service levels, attainment, occupancy, etc.)
• Hourly reporting of program performance.
• Attendance and activity tracking in the workforce management tool
• Monitor and drive employee adherence to scheduled activities and communicate non-compliance to respective stakeholders
• Preparation of reporting templates for intraday reporting

Skills / Attributes Required

Technical:

• Computer literate with an Excel proficiency of 8/10
• Solid knowledge of Workforce Management fundamentals
• Effective communication skills

Behavioral:

• Analytical
• Team Player

Qualifications [EDUCATION and/or EXPERIENCE]

• College degree or equivalent Workforce Management experience

Languages

• English

Other Duties:

The?Job holder may be required to undertake other duties according to the needs of the organization. This job description is not intended to be an exhaustive list of activities, but rather an outline of the main areas of responsibility. Any reasonable changes will be discussed and agreed with before any variations to the job description are made.

Benefits

As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos prides itself on a fun, healthy and encouraging work environment in the premium district of McKinley Hill, Taguig.

We also reward of our staff with great benefits including:

· Competitive compensation packages

· HMO/Medical and dental coverage

· Life insurance

· Non-taxable allowances

· Night differential

· And much much more!

Job Rewards and Benefits