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Careers & Job Opportunities

Real Time Analyst

Responsibilities:

  • Manage the call volume, daily attendance and program break schedules, creation of weekly/monthly agent schedule based on volume forecast, collaboration with Operations to improve SLA
  • Use historical data to forecast volume and hc requirements, ADHOCS – volume reporting, forecast and backlog reports.

Qualifications:

  • Must have WFM – RTA experience.
  • Advanced Knowledge in MS Excel with advanced formulas, PPT, Word,
  • Ability to forecast scheduling and daily staffing
  • Attention to detail with high level of accuracy, multi-tasking, ability to complete reports over extended durations.
  • With Experience in IEX, CMS, Avaya.
  • Must be willing to work onsite in Ortigas

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