Overview

Job Title: ANALYST, REAL TIME

Work arrangement: On-site (Paco, Manila) Work schedule: Night shift

Job Summary Main Objectives and Duties:

• Communicates any system downtimes to all stakeholders. Escalates any system downtime and tool issues to the Qualfon and Account’s Management. Communicate effectively any information to Operations Team from Account’s Workforce Management during any downtime. Documents and sends the downtime summary report.
• Monitor and manage intraday staffing levels for Client’s. Update the Operations with staffing every interval during the hours of operations. Managing staff levels in both Miami and Atlanta servers considering the Skill / Organizational requirements. Monitor the actual staffing versus the scheduled Initiates to offer overtime if needed to meet the weekly FTE requirement.
• Monitor real-time ACD agent work state reports. Responsible in calling out agents i...