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Workforce - Real Time Analyst (Night Shift) | Pasay City

Keywords / Skills : Real Time Adherence, MS Excel, Workforce Management, Reports Management, Client Management, Customer Service

1 - 3 years
Posted: 2018-11-09

Nationality
Philippines
Industry
ITES/BPO
Function
Customer Service/Call Centre/BPO
Role
Other Customer Service
Education

Posted On
9th Nov 2018
Job Description
Job Responsibilities:
  • Ensure that all contractual Service Level metrics are met by monitoring agent activity on a real-time basis and addressing issues in a timely manner (adherence, long calls, absences, etc.). 
  • Monitors workforce management system, ACD’s, client tools and other work load/service level information. 
  • Coordinates outage and/or major event information with the client and leadership team and is responsible for updating/distributing statistical information. 
  • Responsible for implementing work schedules and monitoring shift changes of agents in order to ensure that there are sufficient manpower deployed at a given shift schedule. 
  • Respond to questions related to SLA performance real time with documentation and analysis. 
  • Make recommendations to accommodate unexpected changes in staffing requirements. Determine overtime and recommend Low Queue opportunities, recommend changes to scheduling and perform real time adjustments to ensure business needs are met. Report this information to Service Delivery at regular intervals throughout the day. 
  • Provide support in identifying and escalating system related issues. 
  • Prepares reports and statistical data for internal and external clients. 
  • Assists Workforce Specialist with analysis as required. 
Skills, Licenses, Knowledge, Education and Training Requirements:
  • Minimum 1 year experience and expertise within a Call center / Help Desk type of environment. 
  • Ability to multi-task and manage simultaneous projects with both direct and indirect supervision. 
  • Ability to work in a team environment. 
  • Ability to work independently on multiple assignments without losing focus. 
  • Excellent interpersonal skills. 
  • Excellent attention to detail. 
  • Excellent organizational skills. 
  • Excellent decision making and problem solving skills. 
  • Excellent time management skills. 
  • Excellent oral and written communication skills. 
  • Strong analytical and problem-solving skills. 
  • Knowledgeable in Microsoft Windows and Microsoft Office 2010. 
  • Reporting skills. 
  • Willing to work on shifting schedules, holidays or during weekends and overtime. 
Additional Notes:


The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

About Company

About Us
Created in 1987, Stefanini is a $1B global IT provider of business solutions with locations in 39 countries across the Americas, Europe, Australia and Asia. With more than 22,000 employees, Stefanini provides onshore, offshore and nearshore IT services, including application development services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. The corporate global headquarters is located in Sao Paulo, Brazil, with the European headquarters in Brussels and North American headquarters in metropolitan Detroit.

Career Opportunities with Stefanini
In an ever-evolving technological landscape, could you be the next IT innovator? Join our team of talented problem solvers and creative thinkers, and help us re-engineer the world through digital transformation.

We encourage walk-in applicants!
Our recruitment hub is open from Monday - Friday except Philippine holiday, 10:00 AM - 6:00 PM. Please bring a copy of your updated resume to apply.

Awards and Recognition

Named Company of the Year by the Journal Informática Hoje 2017

Ranked the Most Innovative Company in the IT Industry by "Valor Inovação Brasil 2017"
• Received the Business Innovation Award at the 2017 Excellence in Southfield Awards & Reception

Perks and Benefits

Career Growth Prospects

• Paid Time Off (PTO)
• Paid Bereavement/Family Leave
• Maternity & Paternity Leave
• Single Parent Leave
• Life Insurance
• Medical/Health Insurance
• Medical, Prescription, Dental, or Vision Plans
• Employee Discounts
• Transportation Allowance
• Performance Bonus