Real Time Analyst

Basic Qualifications:

• College graduate or at least 2nd year college undergraduate with no back subjects
• Amenable to report onsite or hybrid in Dumaguete

• Amenable to work on a night shift schedules

• Required experienced using WFM Tool – Aspect EWFM/Alvaria, Genesys Cloud

• Can manage multiple lines of business in different locations and multiskilled agents
• Analysis of current performance, deep dive analytics, root cause analysis and business solutions
• Real time reforecasting to determine staff requirement adjustments, reallocate resources to match demand fluctuations
• Modify short-term and intra-day schedules to maintain effective and efficient coverage at desired service levels. Ensure workforce schedules accurately reflect expected activities as provided by contact center management and employee requests. Communicate with contact center management and workforce analysts if staffing levels deviate...