Workforce Management Real-Time Analyst
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Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Join a Team Thats Passionate About Making Lives Better!
At Bill Gosling Outsourcing we believe that success starts with an amazing team. We are a global leader in outsourcing solutions we focus on making lives better one connection at a time. We provide tailored solutions to businesses around the globe specializing in customer care sales and financial services. Were looking for enthusiastic driven individuals to join our dynamic work environment where fun meets results!
The Workforce Management Real-Time Analyst plays a pivotal role in maintaining the balance between customer satisfaction (Service Level) and profitability (Margin). In this role youll provide real-time feedback and historical reporting to Operational Management Senior Leadership and our clients ensuring our operations run seamlessly.What Youll Do:
Monitor incoming call queues and proactively respond to spikes in call volumes to meet service levels.
Oversee dialer queues to enhance agent productivity and list penetration.
Manage staff scheduling break schedules occupancy and reporting.
Participate in campaign planning to understand resource needs objectives and goals.
Communicate real-time production issues affecting service levels or dialer effectiveness to managers and leaders.
Report real-time system issues to IT.
Analyze real-time queue reports daily call trends and historical dialer data addressing any issues and sharing updates with management.
Assist in projecting staffing needs for campaigns and during system outages or emergencies.
Receive attendance calls and update the Attendance Tracker.
What Were Looking For:
Attendance is key - candidates must have a solid attendance record to be considered for this opening
A minimum of six months of successful experience in an agent role within the company or equivalent external experience.
Previous supervisory or managerial experience is a strong asset.
Proficiency in Microsoft Excel (intermediate to advanced level preferred).
Excellent verbal and written communication skills.
Strong problem-solving and troubleshooting abilities.
Ability to multi-task and excel in a fast-paced environment.
A collaborative individual who thrives in providing support coaching and encouragement to others.
Why Join Us
Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.
Comprehensive Training: We offer extensive paid training to ensure youre equipped for success.
Team-Oriented Culture: Work in a collaborative supportive environment with peers who are passionate about what they do.
Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events we foster a lively and inclusive work environment where youll build strong connections.
State-of-the-Art Offices: Work in our modern well-equipped offices designed to enhance collaboration and productivity.
Rewarding Work: Help businesses grow while making a real difference in peoples lives!
Get to Know Us Better! Follow us to get an insider view of our team in action our values in motion and a sneak peek into what makes us an awesome place to work!
Twitter & Instagram: bgocareers
Facebook: Bill Gosling Outsourcing
LinkedIn: Bill Gosling Outsourcing
At Bill Gosling Outsourcing we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race gender age ability status or any other characteristic you are valued here.If you require accommodations at any stage of the hiring process we are happy to work with you to ensure you have the support you need just let us know.
Bill Gosling Outsourcing Where your career thrives!
Required Experience:
IC
Key Skills
- Active Directory
- Customer Service
- End user
- Access Points
- Deskside Support
- Windows
- SCCM
- Troubleshoot
- User Accounts
- Desktop
- PC
- Backup
- Setup
- hardware
- Technical Support
About Company
Discover tailored outsourcing solutions for your business needs at Bill Gosling Outsourcing. From BPO services, accounts receivable management, CX & contact center solutions.
