Real Time Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Assist with daily workforce operations

• Oversee call volumes, break schedules, start and stop times, as well as attendance

• Collaborate closely with the operations team to enhance delivery processes

• Generate allocations for Paid Time Off (PTO) on a daily, weekly, and monthly basis

• Manage the daily operations bridge and ensure alignment with necessary requirements

• Create internal reports

• Utilize trends and reports to anticipate future needs

• Support assigned projects as needed

⛳️ Requirements

• Exhibit strong work ethics

• Must possess mid to advanced proficiency in Microsoft Excel / Google Sheets, including advanced formulas

• Knowledge of VBA Macros is advantageous

• Familiarity with IEX, CMS, Avaya, Symposium, and Blue Pumpkin is a plus

• Capability to generate reports in Excel and predict outcomes

• High attention to detail and accuracy

• Ability to multitask, concentrate, and produce reports over extended periods

• Previous call center experience is REQUIRED

• Previous experience in Workforce Management is considered beneficial

🏝️ Benefits

• Work from Home PLUS

• Outstanding team environment

• Significant opportunities for advancement