Real Time Analyst

Transcom Worldwide Philippines Inc

Mandaluyong City, Philippines

Last shared 219 days ago

Job Details

Experience

1 - 2 years

Employment Type

Full-time

Employer Job ID

Not Mentioned

Industry Sector

Functional Area

BPO/ KPO Customer Service
Job Description
Assignment Summary:
  • Responsible for real time monitoring, tracking, documenting and communicating agent activity on multiple lines of business. Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines.
  • Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures.
  • Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment. Recommend procedural and operational guideline changes to improve communications and operational efficiency.
  • Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.
  • Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as company’s financial goals (efficiencies) are met.
  • Making necessary adjustments in scheduling software to appropriately track the productivity of Call Center Agents.
  • Planning and scheduling off-phone events.
  • Maintain confidentiality relative to organizational strategies, objectives, and practices.

Requirements:
  • Minimum 6 months call center experience.
  • Ability to understand, manage and report metrics like Service Level, Occupancy, Staffing etc.
  • Ability to work with calculations involving addition, subtraction, multiplication, division, fractions, percentages, and ratios. Expected to apply these to practical staffing situations.
  • Must demonstrate quick thinking, common sense, urgency, and problem solving skills.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be enterprising, assertive and proactive in solving staffing problems.
  • Good verbal and written communication skills. Ability to communicate in a clear and concise manner.
  • Ability to perform multiple tasks with attention to detail in a fast-placed and shifting priority environment.
  • Strong preference for candidates experienced in using Microsoft Excel.
  • Impeccable attendance record.

Additional Requirements:
  • Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree, any field.
  • At least 1 year(s) of working experience in the related field is required for this position.
  • Applicants must be willing to work in PASIG CITY.
  • Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
  • Full-Time position(s) available.
Company Description
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers.

We have 30,000 customer experience specialists spread out at 70 contact centers across 28 countries, delivering services in 33 languages (including Filipino) to over 350 international brands in various industry verticals.

Transcom is a global employer in an industry that depends upon strong, resourceful, talented people. We are where your customers are.

Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty and additional sales while also adding insights and value to our clients’ business operations.

Transcom has been in the Philippines since 2007. We currently have facilities located in Pasig, Mandaluyong, Iloilo and Bacolod.

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