Real Time Analyst With 14Th Month Northgate Alabang Muntinlupa

Description• Using the Aspect scheduling platform, monitor real-time compliance to schedule and investigate deviations based on established thresholds
• Monitor staffing levels to ensure that required resources/Service Levels are met on interval basis
• Investigate any deviations and enter exceptions real time into the Aspect eWFM and other systems as applicable (absent/sick calls, coaching, SPCL, etc)
• Work in a confidential environment
• Adjust staffing levels from the queues as a result of changes in contact volume or contact handling (manage voluntary go home/overtime/skill changes) to maximize productivity
• Ensure contact flow and systems are operating properly throughout the day, escalate outages following established procedures
• Provide recommendations to Operations and forecast/scheduling on adjusted staffing levels and consult on individual schedule needs
• Monitor statistics to ensure Associate thresholds are within acceptable levels using real time software, schedule and switch data
• Ensure scheduling standards and procedures are being adhered to and take corrective action as appropriate to address non-conformance
• Co-ordinate offline activities such as, team meetings, coaching, vacation, and time off to minimize line and/or service level impacts
• Publish various reports and schedule updates per program guidelines
Assist with departmental training and process documentation
Requirements
• Must have finished at least 2 years of college
• Up to three years related experience in Intraday management, operations, volume management and/or real-time management
• Knowledge of basic computer hardware and operation
•2 to 4 years experienceworking in a Contact centre environment
• Clear understanding of basic workforce management principles
• Analytical and organized proficiency in Microsoft Excel
• Must be willing to work inAlabang, Muntinlupa
• Must be willing to work Night shift