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.
Responsibilities
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 (for Abandonment Rate, NPS, APS, Transfer Rate)
End-of-day performance (for Abandonment Rate, NPS, APS, Transfer Rate)
Absenteeism Report
Shrinkage Report
Operation Stack Rank File
Other reports, as needs arise
Qualifications
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
Amenable to work in Bonifacio Global City, Monday – Friday in an early morning shift (7:00 am – 4:00 pm OR 9:00 am - 6:00 pm)
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.
