Sr. Real Time Analyst - Manila, Philippines

Location : Philippines, Pasig- Tiendesitas
Job category : Operations
Language :
Transcom is looking for talented individuals like you to join our awesome
team! Be the next Sr. Real Time Analyst for our Transcom Pasig site.

What's in it for YOU!
Driven by our "Malasakit" culture, we make certain that our team members are
well-cared for. Hence we are proving these employee benefits, which you'll be
able to utilize once you join our team!
* Day ‎1 HMO
* Meal & Transportation Allowance
* Rice Subsidy
* Clothing Allowance
* ‎24/‎7 Teleconsult
* Free Psychologist Consultation
* In-house & Online Pharmacy
* Scholarship Program
* Retirement Fund
* Free Meal & Medicine (through Transcom's Tap Card Rewards)
* Loyalty Incentives
* Accidental & Life Insurance
* Free Shuttle Service

Join our Transcom Family as a Sr. Real Time Analyst!

As a Workforce Management Sr. Real Time Analyst, you will manage all call
center traffic to ensure compliance with customer service level agreements.
This will include - serve as the call traffic and trending analyst for the
assigned operations, provide real time and historical call center data to
internal and external audiences, manage plan deviations resulting from sudden
change in workload pattern, and work with call center supervisors and
managers. In addition, you will analyze trends within assigned operations, not
limited to call volumes, call patterns, staff productivity, absenteeism,
performance trends, shrinkages and resource allocation. This position will use
results of these analyses to adjust forecasted intraday call volume, AHT and
staff scheduling, and apply the necessary action plans and strategies to
address anticipated gaps.

Essential Duties & Responsibilities:

Real Time Queue Management
* Assists and directs the day to day call traffic to service centres, assuring that service level agreements are consistently met.
* Conducts load-balancing through skill based routing system.
* Works with the assigned operations management team in adhering with the planned schedules and activities, implementing action plans aimed to alleviate on-going and anticipated challenges.
* Partners with the assigned operations department in coming up with real time action plans needed to mitigate the on-going challenges and works with the team in the proper execution of the tasks at hand.
* Send out staffing proposal for the week and performs adjustments to ensure a balanced staffing.
* Maximize staffing opportunities through plotting off-phone activities for future days (+‎1 to +‎14 days).
* Implements and supports a standardized call center staffing model, as well as makes recommendations, adjustments, and serves as key analyst for staffing questions for management.

Communication
* Provides real time analysis around productivity impacting scenarios to customers to enable them in making timely decisions about offline activities and outages
* Assists with staffing requirement analysis and scheduling of staff to ensure contractual service levels are always met and communicates plan to the assigned operations management.
- Provides ongoing internal communications with call centre staff and
management on load balancing and staffing requirements in real-time,
historically, and proactively. - Performs analysis to support call trending
and tracking of call volumes used to assist in staffing decisions.
* Acts as the focal point between the client workforce management team and the assigned operations management.
* Participates in and contributes to performance improvement activities.
* Conducts post-mortem analysis on missed KPIs and leads discussion with the key leaders on challenges and actions taken.

Real Time Reporting
* Establishes and maintains appropriate level of call center reporting to key stakeholders. This is including but not limited to real-time and historical reporting on call volumes, staffing, and historical call trends.
* Establishes these reporting procedures and becomes a central repository of call center data.
* Assists operations leaders with ad-hoc reports needed detailing performance outputs and/or challenges.
* Participates in special projects and performs other duties as assigned.

Outage Escalation and Management
* Gathers relevant information on technical issues and communicates with the appropriate support departments.
* Communicates the outage or issue to the supported client counterparts until resolution

What we are looking for:
To be successful in this role you must …

Educational Background: ➢ Preferably a college graduate, or at least with
secondary school diploma.

Work Experience: ➢ At least ‎3 years of related contact centre experience. ➢
Minimum of ‎2 year traffic management experience in a complex skills-based
routing environment ➢ At least ‎2 years working experience with WFM tools such
as, but not limited to, eWFM, Avaya, Verint, Genesys, Cisco, IEX, etc., and
applications such as MSOffice, Google suite, Open Office, etc.

Skills Requirements: ➢ Good understanding of basic contact center metrics and
overall contact center operations; ➢ Can articulate performance metrics and
calculations such as, but not limited to, Service Level, Staffing Adherence,
Avg Handle Time, Avg Speed of Answer, etc.; ➢ Demonstrates high sense of
urgency, quick thinker and sound problem solving skills; ➢ Must have good
organization and time management skills; ➢ Excellent verbal and written
communication skills; ➢ Ability to perform multiple tasks without compromising
quality output in a fast-paced environment; ➢ Strong team player and able to
motivate and influence others; ➢ Proficiency using Microsoft Office software
products; ➢ Self-motivated, able to work effectively under minimal
supervision; ➢ Flexible, ability to adapt quickly to change; ➢ Required to
work flexible hours/shifts.

What Life at Transcom is like
At Transcom, we 're relentlessly committed to our clients and each other.
Every day, someone starts their journey with Transcom. Taking the potential
they have today, and turning it into skills for the future. Getting recognized
for working hard, being a team player, and supporting others. Championing
positive, lasting change in their teams and communities. That's just how we
are at Transcom. Here we care, and root for each other. You're included, just
as you are, from day one. And with the right mindset, there's no end to how
far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core,
is all about an inclusive team that is focused on people. It all comes down to
setting the bar for dignity, equality, and respect. It means that each one
takes part in proactively shaping, cultivating, and building the company we
want to work and live in. This is why genuine concern is so vital to us.