Real Time Analyst with 14th month pay (QC)


View: 101

Update day: 05-12-2022

Location: Marikina City National Capital Reg

Category: Other


Salary: 25000 - 28000 PHP / month

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Job content


  • Using the Aspect scheduling platform, monitor real-time compliance to schedule and investigate deviations based on established thresholds
  • Monitor staffing levels to ensure that required resources/Service Levels are met on interval basis
  • Investigate any deviations and enter exceptions real time into the Aspect eWFM and other systems as applicable (absent/sick calls, coaching, SPCL, etc)
  • Work in a confidential environment
  • Adjust staffing levels from the queues as a result of changes in contact volume or contact handling (manage voluntary go home/overtime/skill changes) to maximize productivity
  • Ensure contact flow and systems are operating properly throughout the day, escalate outages following established procedures
  • Provide recommendations to Operations and forecast/scheduling on adjusted staffing levels and consult on individual schedule needs
  • Monitor statistics to ensure Associate thresholds are within acceptable levels using real time software, schedule and switch data
  • Ensure scheduling standards and procedures are being adhered to and take corrective action as appropriate to address non-conformance
  • Co-ordinate offline activities such as, team meetings, coaching, vacation, and time off to minimize line and/or service level impacts
  • Publish various reports and schedule updates per program guidelines
  • Assist with departmental training and process documentation


  • Must have finished at least 2 years of college
  • Up to three years related experience in Intraday management, operations, volume management and/or real-time management
  • Knowledge of basic computer hardware and operation
  • 2 years experience working in a contact center environment
  • Clear understanding of basic workforce management principles
  • Analytical and organized proficiency in Microsoft Excel
  • Must be willing to work in night shift
  • Must be willing to work in QUEZON CITY
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