Real Time Analyst With 14Th Month Pay (Alabang)

The Real Time Analysts (RTA) are the ones responsible in managing the floor to meet the Service Level goal and achieve maximum productivity by:• monitoring and tracking the agents’ schedule adherence
• managing the queue, breaks and skill proficiencies
• analyzing and tracking interval reports
• making sound and urgent decisions based on real time trend
They work closely with the Ops’ managers and supervisors, and interacts daily with the clients thru email/conference calls.
This position is more of skills-driven, rather than knowledge-driven. Based on the responsibilities mentioned above, we need someone who has the following ESSENTIAL EXPERIENCES AND SKILLS::
• Has very effective floor management skills
• Has very strong commanding presence
• Has very strong disposition
• Is analytical and decisive
• Has working experience and exposure to RTA techniques – minimum 2 years experience
• Has extensive knowledge on skill-based routing, queuing and call traffic management
• Is well-versed in using Avaya CMS
• Is knowledgeable in using Verint (Impact 360/Blue Pumpkin)
• Excellent written and oral communication skills
• Has intermediate MS Excel skills