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!

The Workforce Real Time Analyst is responsible for the smooth operational performance of areas supporting call centres, telephony and back office functions. The role will produce contact volume and workload forecasts, as well as reporting across operational performance data.

The role is also directly responsible for the delivery of efficiency and effectiveness programs with a key focus on real-time management of contact centres both inbound and outbound.

Role Description :

Requirements

• Candidate must possess at least a Bachelor’s/ college degree
• At least 2 to 3 years of work experience in the related field is required in an enterprise BPO/contact centre environment
• Proficiency in using Microsoft Office applications particularly MS Excel and is tech savvy
• High attention to detail and problem-solving skills, dependable with value for work ethics and customer service
• Excellent communication skills, both written and oral
• Ability to be flexible, adaptable and work in fast-paced environment
• Provide prompt and professional client service at all times
• Demonstrated ability to work in a team environment
• Experience in using WFM tools like Verint, Aspect eWFM, Blue Pumpkin, IEX, Avaya,etc.
• Proficient in MS Office tools especially Excel, Word, and Power Point
• VBA and SQL is an asset but not required
• Proficient with Google Sheets, Docs, Forms, etc.
• Experience with reporting tools like Tableau, Power BI, Etc.
• Capable in handling multiple programs and teams with at least 300 FTE
• Experience in Queue Management, daily attendance and break management
• Experience in Forecasting and Scheduling is a plus
• Ability to communicate professionally - Oral and Written
• Willing to work on-site with no attendance issues
• Good analytical and problem solving skills

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