WFM - Real Time Analyst | Alabang

Responsibilities

• Generates schedules accordingly to meet business requirements, enabling superior customer service.
• Adjusts schedules based on actual scenarios and provides overtime requirements or voluntary time off to ensure efficient and effective staffing.
• Monitors the queue in real time while tracking, documenting, and communicating agent activity across multiple lines of business.
• Prepares and publishes intraday and other relevant reports while ensuring data accuracy and timeliness.
• Regularly performs volume and performance analysis and proactively communicates possible business impacts.
• Supports management with all necessary reports and planning models to facilitate decision‑making.
• Monitors actual activities, compares them against plans, and makes recommendations for immediate changes.
• Ensures the appropriate number of agents are staffed at the proper time based on recent and historical ...