24/7 Call Center Makati – Real Time Analyst

Real Time Analyst
(National Capital Reg – Makati)

Responsibilities:

* Understand historical data and volume projections; monitors and adjusts IEX to maximize resource utilization.
* Monitor call traffic to meet required call-handling, adjusting call routing configurations or staffing levels on a real-time basis as needed to ensure campaign KPIs are met
* Monitor intra-day scheduling forecast compared to actual volumes make necessary adjustments throughout the day as required
* Pro-actively communicate and follow-up with operation to execute all planned and real-time activities.
* Monitor agent activity on a real-time basis for better productivity

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree in any field
* Minimum three (3) years experience in a Call Center or Service-Oriented Industry
* Minimum one (1) year experience in areas of Workforce Planning/Real Time Management
* Must be analytical and possesses above-average problem solving and decision-making skills
* Must be assertive and a self-starter
* Must have above-average oral and written communication skills

Company Name :
24/7 Customer Philippines, Inc.
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Local Based Company
Location :
MJ Plaza 106 Valero St. Salcedo Village Makati 1200
Company Fax :
02-79-248-99

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