Real Time Analyst
ClearSource, Philippines

Core Responsibilities:

• Monitoring of call queues and employee statuses and facilitates real-time discussions with team members located in both US, PH and CR
• Updating reports on schedule and sending by deadlines throughout the day. Analyst ensures that all reports originating from the department are accurate and reliable
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and billability goals
• Analyst updates real-time schedule change and approved off-phone activities in the WFM scheduling software
• Helps with the integration and implementation of new WFM technologies. Facilitate weekly meetings and conduct WFM talk for new hires
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position

Requirements

• Minimum 2 years of experience in Workforce management related to service level management / real time management
• Must have an advanced level Microsoft Excel and Google sheet skills; Macro knowledge is an advantage
• In-depth knowledge in workforce management software is REQUIRED
• Attention to detail and high level of accuracy with proven experience in solving complex business problems with minimal supervision
• Excellent communication and interpersonal skills

Benefits

• Competitive salary
• Medical and Dental Insurance (With free dependents)
• Group life insurance
• Paid time off (PTO) such as sick days and vacation days
• 13th Month Pay
• Outstanding career growth
• Career growth opportunities
• Passionate, energetic amp; innovative work culture
• Friendly team driven environment
• Skills and experience development

Job Rewards and Benefits