Real Time Analyst

Real Time Analyst (RTA)
Location: Frontera Verde, Pasig
Headcount: 3
Salary: Negotiable
Starting date: ASAP

Responsibilities:
The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call center enterprise.

• Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations
• Coordinates and manages same day and/or short term off-line event scheduling for call center agents while maintaining acceptable performance of the call center
• Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently maintain appropriate staffing levels
• Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules
• Analyzes trends such as call volume, AHT, and attendance to understand and plan for potential over staffing/under staffing conditions; adjust plans prior to and/or same day based on the ability of the call center to attain appropriate performance results
• Manages agent profiles within CMS to best utilize all staffing resources
• Monitors available reports to effectively manage the performance each call center business and/or product to acceptable results
• Participates in Help Desk calls to relay how issues are impacting the call center
• Assists in the development of all reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results
• Effectively communicates call center performance and information by providing the business informational updates regarding the recent, current, and future state of the business.
• Schedule daily, weekly, monthly meetings to communicate information to Work Force Leaders to set expectations and confirm business needs to allow the business to make sound decisions
• Provides the business with timely status updates on projects and initiatives
• Complete necessary reports, ad hoc reports as required

Requirements:
• Bachelor’s Degree (any field) or equivalent work experience
• At least 1 year experience specializing in Real-Time Monitoring or Workforce Analysis
• Advanced knowledge in MS Excel and relevant WF tools such as IEX and CMS.
• Knowledge in problem solving processes
• Strong communication skills
• Above average reporting skills
• Excellent analytical skills
• Must possess effective organizational skills and time management skills
• Ability to work on several projects simultaneously
• Ability to come up with sound and accurate decisions in any given circumstance
• Ability to exhibit professionalism
• Demonstrated ability to work with a team
• Demonstrated ability to communicate effectively and professionally with internal and external associates
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
• Ability to work a flexible schedule (graveyard/shifting schedule)
• Amenable to working in Frontera Verde, Pasig City

 

Interested? Contact us:
Send updated CV to: callcenterpilipinas@gmail.com

Want to keep updated? Follow us:
Website: http://www.callcenterpilipinas.wordpress.com
Facebook: http://www.facebook.com/callcenterpilipinas
Twitter: http://www.twitter.com/callcenterph
Google+ : http://www.gplus.to/callcenterpilipinas

NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview

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Thai Service Desk Analyst (Location: Ortigas Center, Pasig City)

Thai Service Desk Analyst (L1)
Location: Ortigas Center, Pasig City
Salary: open to negotiate

Roles & Responsibilities
1. Receiving end user calls
2. Provide first level resolutions
3. Ticket creation/Categorization / Prioritization
4. Ticket escalation to respective Support Group
5. Incident resolution and recovery
6. Ticket Closure.

Qualification:
1. College Graduate
2. willing to work in Ortigas Center, Pasig City Philippines
3. willing to be assigned in a 24/7 working environment
4. willing to start ASAP
5. at least 1+ years experience in 24×7 operations (Candidates earlier worked in international contact/call centers in a voice support process is preferred/must)
6. Good communication skills and customer management experience
7. Work experience with clients outside India or in onsite roles.
8. Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
9. Good Analytical & Coordination skills are essential.
10. Basic Customer service skills
11. Basic understanding of Computers and Troubleshooting skills required.
12. Customer service orientation and ability to work in a team
13. Good interpersonal and communication skills
14. Customer service orientation and ability to work in a team
15. Excellent Soft skill, Communications skills(Voice & Email) to handle global customers
16. Strong keyboard skills
17. Ability to perform in adverse situations

Technical Skill
1. Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe etc)
2. Troubleshooting skills on VPN connectivity, dial up , wireless routers
3. Knowledge on active directory, domain controllers etc
4. Exposure to password reset tools
5. Troubleshooting experience using remote control tools
6. Trouble shooting skills and experience in handling Exchange(Outlook)/Lotus Notes environment

Management Skills
1. Skills in written and verbal communication.
2. Skills in managing multi vendor environment and ability to work with various resolver groups in driving the speedy resolution

Mandatory Skills
1. Knowledge/exposure on ticketing tools like Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point etc
2. Good communication skills and customer management experience
3. Work experience with clients outside India or in onsite roles.
4. Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
5. Willing to work in 24×7 environment
6. Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe etc)
7. Troubleshooting skills on VPN connectivity, dial up , wireless routers
8. Knowledge on active directory, domain controllers etc
9. Exposure to password reset tools
10. Troubleshooting experience using remote control tools
11. Trouble shooting skills and experience in handling Exchange (outlook)/Lotus Notes environment.

Interested? Contact us:

Send updated CV to: callcenterpilipinas@gmail.com

Want to keep updated? Follow us:

Website: http://www.CallCenterPilipinas.wordpress.com

Facebook: http://www.facebook.com/CallCenterPilipinas

Twitter: http://www.twitter.com/CallCenterPH

Google+ : http://www.gplus.to/CallCenterPilipinas

NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview

—

This job post can also be shared to your friends or colleagues who wanted to explore job opportunities in the BPO/Call Center industry. Just share it!