DUTIES & RESPONSIBILITIES:

Monitor and analyze real-time service level performance, call volumes, and agent activities.
Make immediate adjustments to staffing levels, schedules, and resources to meet service goals.
Provide timely updates to management on performance metrics and issues.
Performs data analysis to identify trends and insights using analytical methods.
Generate reports and insights on real-time performance trends.
Identify opportunities for process improvements, efficiency enhancements participate on special projects.
Act as a point of contact for escalations and urgent operational matters, including during contingency events such as weather events and system outages.
Maintain accurate records of real-time data and actions taken, ensuring a high standard of output while completing tasks within reasonable timeframes.
General Safety and Security

Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.
COMPETENCY REQUIREMENTS:

With Basic Competency Level in ff.: None

With Moderate Competency Level in ff.: Communication Skills (Spoken and Written), Sense of Urgency, Personal Effectiveness, Analytical Thinking and Skills, Customer Orientation and Focus, Time Management, Collaboration, Problem Signaling, Team Player and Adaptability

OTHER REQUIREMENTS:

Reports to: WFM Officer - Real Time Management

Education and/or Experience: Preferably holds a minimum of 2 years of college education or a related degree is preferred.

Certificates, Licenses, Registrations: Not Applicable

Work environment: The work environment should be following the Clean Room Policy set forth by the Company. They must agree to comply with all company policies and procedures regarding the safekeeping of confidential information.

Certificates, Licenses, Registrations: Not Applicable

Physical demands: This requires working in a fast pace, but ensuring accuracy on delivery of reports and execution.

Work demands: The work may sometimes demand overtime and work during holidays and weekends depending on the needs of the business. May require direct interaction with client.

REVISION HISTORY

Copy revision details below and use BLUE. For details to be taken out, make sure to transfer it under the removed portion and use RED font

DUTIES & RESPONSIBILITIES

Added as of: 04/16/04

File updated to a new version, integrating information from the previous version.
Removed as of: None

Contents from previous file version transferred.
COMPETENCY REQUIREMENTS

Added as of: 04/16/24

File updated to a new version, integrating information from the previous version.
Removed as of: None

Contents from previous file version transferred.
OTHER REQUIREMENTS

Added as of: 04/16/24

File updated to a new version, integrating information from the previous version.
Removed as of: None

Contents from previous file version transferred.Associate - Real Time Analyst

DUTIES & RESPONSIBILITIES:

• Monitor and analyze real-time service level performance, call volumes, and agent activities.
• Make immediate adjustments to staffing levels, schedules, and resources to meet service goals.
• Provide timely updates to management on performance metrics and issues.
• Performs data analysis to identify trends and insights using analytical methods.
• Generate reports and insights on real-time performance trends.
• Identify opportunities for process improvements, efficiency enhancements participate on special projects.
• Act as a point of contact for escalations and urgent operational matters, including during contingency events such as weather events and system outages.
• Maintain accurate records of real-time data and actions taken, ensuring a high standard of output while completing tasks within reasonable timeframes.

General Safety and Security

• Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.

COMPETENCY REQUIREMENTS:

With Basic Competency Level in ff.: None

With Moderate Competency Level in ff.:  Communication Skills (Spoken and Written), Sense of Urgency, Personal Effectiveness, Analytical Thinking and Skills, Customer Orientation and Focus, Time Management, Collaboration, Problem Signaling, Team Player and Adaptability

OTHER REQUIREMENTS:

Reports to: WFM Officer - Real Time Management

Education and/or Experience:  Preferably holds a minimum of 2 years of college education or a related degree is preferred.

Certificates, Licenses, Registrations:  Not Applicable

Work environment:  The work environment should be following the Clean Room Policy set forth by the Company. They must agree to comply with all company policies and procedures regarding the safekeeping of confidential information.

Certificates, Licenses, Registrations:   Not Applicable

Physical demands:  This requires working in a fast pace, but ensuring accuracy on delivery of reports and execution.

Work demands:  The work may sometimes demand overtime and work during holidays and weekends depending on the needs of the business. May require direct interaction with client.

REVISION HISTORY

Copy revision details below and use BLUE. For details to be taken out, make sure to transfer it under the removed portion and use RED font

DUTIES & RESPONSIBILITIES

Added as of: 04/16/04

• File updated to a new version, integrating information from the previous version.

Removed as of: None

• Contents from previous file version transferred.

COMPETENCY REQUIREMENTS

Added as of: 04/16/24

• File updated to a new version, integrating information from the previous version.

Removed as of: None

• Contents from previous file version transferred.

OTHER REQUIREMENTS

Added as of: 04/16/24

• File updated to a new version, integrating information from the previous version.

Removed as of: None

• Contents from previous file version transferred.

Quezon City, Bridgetowne ZetaPhilippines