Real Time Analyst With 14Th Month Northgate Alabang Muntinlupa

Real Time Analyst With 14Th Month Northgate Alabang Muntinlupa

Hinduja Global Solutions

Real Time Analyst With 14Th Month Northgate Alabang Muntinlupa

Details of the offer

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
• 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

Source: Jora




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