Workforce Real Time Analyst

Employment Type: Full-Time Employment
Work Setup: Onsite for six months followed by hybrid setup.
Work Schedule: Night Shift (Following U.S. Time Zone)
Location: Eastwood Libis Quezon City
Salary Package: Max of 36000 PHP/Monthly

Job Description:

Intelassist Inc. is looking for a Real Time Analyst who has passion in forecasting capacity planning reporting analytic staffing and intraday management. This position leads the contact centers planning cycles. An objective position that feeds information to decision-makers such as the operations manager or site director. The RTA supports the contact center by providing accurate detailed real-time analysis and action planning. The RTA is charged with ensuring the center is balancing resources to achieve maximum efficiency without causing employee dissatisfaction. The Local Resource Planning specialist interfaces with many support personnel at all levels in the organization.

Self - Management

• High-performance orientation: consistently strives for personal and organizational performance; remains dedicated to mission and task in the face of adversity in order to achieve goals and drive success.
• Adaptability: works comfortably and effectively in an environment of ambiguity or constant change; makes personal adjustments to accommodate changing situations; respond resourcefully to new demands or circumstances.
• Driving execution drives completion of projects and initiatives; follows through on the execution of chosen strategies; demonstrates an ability to stay the course despite obstacles.

Strategic thinking

• Global perspective: understands the scope of global operations and demonstrates an ability to effectively interact with international business colleagues to advance global objectives.
• Problem-solving and decision-making capably diagnoses problems evaluates gaps in information and evaluates the impact of decisions; understands and analyzes complex information to guide decision-making and respond creatively to work challenges; proactively makes recommendations.

Technical/functional

• Computer savvy: interfaces smoothly and effectively with a variety of technological hardware and software to enter and manipulate data to achieve business objectives.

Additional attributes required Relationship management

• Builds and manages relationships leverages interpersonal capabilities and initiates relationships to establish rapport with customers and colleagues.
• Collaboration: encourages and fosters collaboration and teamwork; appropriately establishes and contributes to cross-departmental teams to achieve the greatest benefits.
• Communication: effectively uses formal and informal communication efforts to communicate concepts strategies and analyses to personnel; willingly share knowledge and expertise with others

Job Requirements:

• At least 5 years of Workforce Management experience in Business Process Outsourcing / Call Center
• Advanced expertise in Microsoft Office especially MS Excel
• Knowledgeable in WFM tools
• Prior experience with Verint CMS and Avaya OneX.
• Candidate must possess at least a Bachelors/College Degree in any field.
• Amenable to work in Eastwood Quezon City.

WHY INTELASSIST
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