Real Time Analyst Davao

ResponsibilitiesManage the call volume, daily attendance and program break schedules.Ensure that primary KPI of the program is achieved (ILAM, SLA, ASA, AHT).Assist with creation if metrics and targets for services.Work closely with the operations team to analyze and help improve their delivery processes.Generate ideas for process and service improvement planning.Produce daily, biweekly and monthly internal reports.Use trends and reports to forecast requirements.Assist with projects and other duties as requested or assigned QualificationsExperience with IEX, CMS, Avaya, or Symposium and Blue Pumpkin an asset.Experienced in managing ILAM is required (Line Adherence Model).Ability to create reports in Excel and forecast results.Attention to detail and high level of accuracy.Ability to multi-task, focus and complete reports for extended periods of time.Previous Workforce Management experience is required.**Responsibilities**:- Manage the call volume, daily attendance and program break schedules.- Ensure that primary KPI of the program is achieved (ILAM, SLA, ASA, AHT).- Assist with creation if metrics and targets for services.- Work clos