Workforce Management/Real Time Analyst

Job Description

Transcom is looking for talented individuals like you to join our awesome team! Be the next Real Time Analyst for our Transcom Davao site. Join our Transcom Family as a Real-Time Analyst!

Responsibilities

• As a Workforce Management Real Time Analyst, you will manage all call center traffic to ensure compliance with customer service level agreements.
• Serve as the call traffic and trending analyst for the assigned operations, providing real-time and historical call center data to internal and external audiences, and work with call center supervisors and managers. Analyze trends within assigned operations, including call volumes, call patterns, staff productivity, performance trends, shrinkages, and resource allocation. Use analyses to adjust forecasted intraday call volume, AHT, and staffing, and implement action plans to address anticipated gaps.
• Assist and direct day-to-day call traffic to service centers, ensur...