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.
Real Time Monitoring
- Monitor queues and flag operations on agents exceeding thresholds, as well as other possible items that would impact the service level/abandonment rate (agents going on break at the same time, agents being pulled-out without workforce's approval, etc)
- Email TL Operations on consistent behavioral concerns observed with the agents
- Update Daily staffing file based on the observations that impact the service level (outages, agent system issues encountered, etc)
- Declare "all hands on deck" to Operations, whenever needed (cancelling all pullouts, requiring other resources who can help on the call volume)
- Other critical tasks assigned in relation to real time management
- Communicate issues impacting Service Level/Abandonment rate to leadership real time
- Analyzes, monitors and balances real-time staffing levels in relation to call volumes, call traffic, production issues
- Real time analysis on a daily basis to ensure employee schedule adherence and management tracking of off-line exceptions
- Outage management (assists during downtime)
Basic Report Generation
- Intraday Interval Reports (Calls Handled, Call Attainment, AHT, Handoff)
- End-of-day performance (Calls Handled, Call Attainment, AHT, Handoff)
- Other reports, as needs arise
Requirements
Key Tasks and Responsibilities
- Analyze daily, weekly and intraday call volume patterns
- Preparation of reporting templates for intraday reporting
- Monitor and drive employee adherence to scheduled activities and communicate noncompliance to respective stakeholders
- Attendance and activity tracking in workforce management tool
- Hourly reporting of program performance.
- Capture, store and report on historical statistics using leading workforce management software package (service levels, attainment, occupancy, etc.)
- Communicate necessary adjustments to workforce requirements based on changing / dynamic forecast; reforecast if necessary
- Management of employee time to ensure KPIs (service levels, staffing levels, attainment and occupancies) are met daily
- Oversee daily adherence issues, and occupancy concerns and assist with problems on a team environment
- Escalation of identified system issues affecting call delivery to stakeholders
- End of day reporting and;
- Creation of ad hoc reports (as necessary)
Skills / Attributes Required
Technical:
- Computer literate with and an Excel proficiency of 8/10
- Solid knowledge of Workforce Management fundamentals
- Effective communication skills
Behavioral:
Qualifications [EDUCATION and/or EXPERIENCE]
- College degree or equivalent Workforce Management experience
Languages
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 diffe