Realtime Analyst / Scheduler, WFM

GetSet Software is delighted to have been engaged by this esteemed and highly successful company, recognized as a cutting-edge digital service provider with expertise in Digital Engineering, Operations, and Studio Services, to assist in the recruitment of a Real-Time Analyst

About the role :

The Real Time Analyst is responsible for driving the purpose of improving customer experience and driving continuous improvement within the contact centre. You will monitor agent activities ensuring adherence to schedules and activity entries are up to date with Workforce Management systems. The successful candidate will be passionate about quality and accuracy, and continuous improvement.

Responsibilities:

A. Real-Time Queue and Service Level Management:

a. Monitors various assigned programs effectively.

i. Ensures that service levels are consistently met through managing off-the-phone activities and breaks.

ii. Keeps AHT (Average Handling Time) records updated and promptly highlights non-compliance.

iii. Collaborates with Operations to communicate current queue status and provide guidance on actions to mitigate service level shortfalls.

b. Supplies Operations with break and OTP (On-Time Performance) schedules.

B. Reporting Management

a. Coordinates interval and end-of-day reporting for different programs.

b. Ensures that attendance reports are always up-to-date.

C. Timekeeping Tool Maintenance

a. Facilitates the upload of employee schedules into the timekeeping system.

b. Manages corrections and amendments to scheduling information.

c. Generates compliance reports and other reports originating from the timekeeping system.

About you:

We're interested in hearing from people who possess:

• Experience in a busy, commercial, competitive WFP/Contact Centre environment
• Workforce Planning fundamentals
• Possesses experience in interacting with operational staff across different hierarchical levels concerning real-time schedule management.
• Strong attention to detail, quality and accuracy
• Sound problem solving and analytical skills
• Ability to work well within a team environment and positively influence & motivate a high performing team
• Proven customer focus, both internal and external
• Advanced MS Excel usage
• Openness to working during overnight hours in the Bonifacio Global City, Taguig City.

What's in it for you?

Our team members have the privilege of enjoying several fantastic benefits, here are some highlights:

• A competitive salary package
• Engaging employee activities
• Job stability with a consistent stream of pioneering accounts
• Weekly learning sessions
• Rapid career advancement opportunities
• Convenient location
• Comprehensive health maintenance organization (HMO) coverage
• Leave credits with the option for leave conversions
• Night differential pay
• Uncapped annual performance appraisals
• Two days off per week

Above all, you will become an integral part of a thriving company with a dynamic and highly engaging team.

To learn about the work culture and the employer benefits, please get in touch with me debasishdash@getsetsoftware.com