Realtime Analyst - EXL Alabang

Basic Functions

• Generates schedules accordingly to meet the business requirements enabling superior customer service
• Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
• Monitors the queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses
• Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data

Essential Functions

• Regularly performs volume and performance analysis and proactively communicate possible impacts to business
• Supports management with all necessary reports and planning models to facilitate the process of decision making
• Monitors actual activities and compare it to plan and make recommendations for immediate changes
• Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
• Ensures that pre-planned activities are being scheduled in advance and communicated effectively
• Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
• Ensures adherence to schedules and raises alerts in a timely manner in case of deviations
• Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
• Executes skill change and reallocation requests and initiatives
• Provides recommendations in case of understaffing/overstaffing
• Act as first point of contact for any escalations, outages, system issues or any other production impacting situations

Maintains confidentiality relative to the organizational strategies, objectives and practices

Technical Skills

• Verint / eGain / IEX Nice WFM
• CMS Avaya Supervisor
• Microsoft Excel

Requirements

• Candidate must possess at least a Bachelor’s/College Degree
• 3 years minimum experience in Workforce Management
• Excellent skills in scheduling and real-time time management a must
• Strong organizational skills to ensure critical timelines are met
• Accuracy and attention to details a must in this role
• Detail oriented with ability to deliver project deliverables with little supervision
• Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
• Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
• Demonstrate analytical, organizational, problem solving and creative thinking skills
• Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
• Flexible and willing to work in shift schedules