**Showcase your talents. Create your success story with us!****WFM Real Time Analyst/Scheduler**As A **Real time Analyst** you will manage and ensure that the service level agreements for various programs are met. You will oversee the call volume, daily attendance, and program break schedules. Assist with creation if metrics and targets for services continuously monitor and record statuses of the workforce, showing which agents are on the phone and which are not in such a quick manner so that action can be taken immediately.**Responsibilities**:**A. Real Time Queue and Service Level Management**a. Facilitates monitoring of various programs assigned to him/her. i. Ensures that interval and day wise service levels are met through off the phone activity and break management. ii. Maintains AHT updates and regularly flags defaulters. iii. Engages with Operations to inform of current queue status and what they need to do to mitigate service level shortfall. b. Provides break and OTP schedules to Operations**B. Reporting Management**a. Facilitates interval and day end reporting for various programs b. Ensures that attendance reporting is current at all times**C. Maintains Timekeeping tool**a. Facilitates upload of employee schedules into the timekeeping system b. Facilitates corrections/amendments to scheduling information c. Generates compliance reports and other reports coming from the timekeeping system**Requirements**:- Has general knowledge of Service Level, Occupancy and Capacity- Has experience in dealing with Operations Personnel at various levels in terms of real time schedule management- Advanced skills using Microsoft Excel: Formatting/Conditional Formatting, Logical (IF) Functions, Mathematical Operations, References and Lookups, Pivot Tables, Graphs- Ability to prioritize and meet tight deadlines- Analytical with attention to detail- Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders- Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions- Excellent English communication, listening skills, and Proven ability to build relationships quickly- Has above average grasp of Mathematical and Statistical concepts- Must be amenable to work onsite and can also do work from home set up should the need arise- Willingness to work on a graveyard/night shift schedule in Bonifacio Global City, Taguig City**What's in it for you?****Our people enjoy some amazing perks, check out a few below**:- Competitive salary package- Exciting employee engagement activities- Supportive and good-looking Team Lead- Learning sessions every week- Fast career growth- Free shuttle service- Accessible location- HMO- OT/Holiday pay- Leave credits- Leave conversions- Night differential- Uncapped annual appraisal- 2 days off**And most importantly, you'll be part of a growing company with dynamic and engaging team.****Interested? Here are ways to reach us**:- Send a message to **09214815596 (Yana)**:**Job Types**: Full-time, Permanent**Benefits**:- Additional leave- Company Christmas gift- Company events- Discounted lunch- Employee discount- Flexible schedule- Health insurance- Opportunities for promotion- Paid training- Pay raise- Promotion to permanent employee- Transportation service providedSchedule:- Shift systemSupplemental pay types:- 13th month salary- Anniversary bonus- Bonus pay- Commission pay- Overtime pay- Performance bonus- Yearly bonusApplication Question(s):- Do you have any experience when it comes to manual end to end workforce tasks?- Are you comfortable on reporting onsite in BGC, Taguig?- Are you comfortable working on a shifting schedule?- Are you open to relocate near Metro Manila or Taguig? (If you are residing outside of Metro Manila)- How much is your most recent and expected salary?**Education**:- Senior High School (preferred)**Experience**:- BPO: 1 year (preferred)- Workforce: 1 year (preferred)
