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Real Time Analyst

Real Time Analyst

Date Posted: 2010-07-26

Call Center Company: 24/7 Customer Philippines

Description:
24/7 Customer Philippines is looking for individuals who are qualified for the position of Real Time Analyst. Successfuly applicants for Real Time Analyst will have a great career in 24/7 Customer Philippines.

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
Preferably with working knowledge in IEX
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

Call Center Directory advises to all job seekers to apply as walk-in applicant for Real Time Analyst job opening of 24/7 Customer Philippines.


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