Traffic Analyst in Verizon Business Alabang

Traffic Analyst
(National Capital Reg – Filinvest Corporate City, Alabang)

Responsibilities:
PRIMARY AREAS OF RESPONSIBILITIES:

* Partner successfully with MCI and vendor personnel as well as other Operator Network Centers nationally to ensure customers receive “best-in-class” service in the most cost efficient manner possible.
* This also entails effective utilization of a combination of workforce scheduling software and real-time queue management software in order to achieve product handling goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Analyze and interpret real-time call volume patterns and activity on CCMIS and make staffing adjustments necessary to ensure product queues are adequately staffed to handle calls offered.
* Maintain efficient use of operator resources and meet short-term call volume demands by manipulating current day variables/scenarios with the use of the delta projection tool.
* Other duties may be assigned. Management reserves the right to change or modify the functions of this job as required to meet the needs of the organization.

COGNATIVE SKILLS:

* Analyze and interpret real-time call volume and operator activity on CCMIS.
* Audit Operator Schedule Exceptions (comparing TCS entries to the Daily Product Report Staff page).
* Utilize mathematical reasoning to audit all daily product reports (DPR), recognize discrepancies (including missing data/formulas and entry errors) and reconcile errors. Bring those discrepancies not reconcilable by you to the Traffic I Scheduling Supervisor’s attention. Therefore, you must able to articulate what the error(s) are.
* Research and reconcile Daily Product Report (DPR) net differences.
* Audit monthly Totals, Staffing and Delay Reports, ensuring they are formatted correctly and numbers add up.
* Reconcile execution packet run-time errors that are not macro related, such as files misnamed or file storage path errors.
* Recognize abnormal call variances, research, and then report. In some instances, this may be a scheduling issue to be reported to the Traffic and Scheduling Supervisor. In other instances it may be technical related and must be handled according to department technical reporting procedures. Therefore, you must have the ability to discern between the various types of issues and escalate to the appropriate department supervisor or manager using proper protocol.
* Recommend solutions to operations problems you have identified, as well as recommend improvements to existing processes.
* Understand handle rate, occupancy, average speed of answer and average work time.
* Use Delta Projection tool to make precise decisions on real-time staffing adjustment to product queues.
* Coordinate with other centers, to maximize efficient utilization of operator resources locally and system-wide.

INTERPERSONAL SKILLS:

* Be a Team Player by supporting the team concept and participating
* Maintain a cooperative attitude and behavior as it relates to interacting with peers on all shifts, vendor personnel, other departments, operator network centers and MCI management, demonstrating an appreciation for the company’s most valued assets (its employees).
* Work effectively to assist other shifts and departments with workloads.
* Successfully negotiate day-to-day operations in a Client/Vendor work environment where priorities may differ at times.
* Demonstrate patience and willingness to work with those whose understanding of processes may vary. Voluntarily share your knowledge, thus contributing to team growth. Ask for and receive help without reluctance. (Do whatever it takes to get the job done).
* Effectively communicate routine information, as well as outstanding issue to relieving shift (The pass-down).
* Skillfully exert leadership that yields effective, positive business results.

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree , Engineering (Computer/Telecommunication), Computer Science/Information Technology, Mathematics or equivalent.
* At least 1 year(s) of working experience in the related field is required for this position.
* Applicants must be willing to work in Filinvest Corporate City,Alabang.
* Preferably 1-4 Yrs Experienced Employees specializing in IT/Computer – Software, IT/Computer – Network/System/Database Admin or equivalent.
* Full-Time positions available.

Company Name :
Verizon Business
Industry :
Telecommunication
Type of Company :
Private Limited Company, Local Based Company
Location :
G/f – 3/f Bldg. Northgate Cyberzone, Filinvest Corporate City, Alabang Muntinlupa City 1770

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