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Real-Time Analyst | Palawan

Req ID#:  85698

Puerto Princesa, PH

Real-Time Analyst | Palawan

Operations

ABOUT US

 

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit www.sitel.com to learn more.

 

 

SUMMARY OF RESPONSIBILITIES

Manage daily/intraday staffing levels according to the business needs

Re-run and reforecast Intraday staffing requirements based on actual shrinkages

Assist in managing intraday processes in support of operations to achieve the business objectives of achieving the target grade of service/service level objectives while maximizing efficiency and productivity

Prepare VTO/OT guidance and real-time performance trending to ensure that the business is able to maximize its financial capability and achieve business targets

Run real-time Reports helpful in managing intraday service metrics

 

BASIC QUALIFICATIONS

Self-motivated and must excel in a highly pressured environment

Experience in converting data into useful information preferably through excel templates and analysis

Able to interact and coordinate with Operations strategies to achieve Service metrics

Able to handle Client interactions and communication

 

WORK EXPERIENCE

Candidate must have at least one (1) year call center experience

External candidate must possess at least one (1) year of workforce management experience

 


EDUCATION

Preferably a degree in Mathematics

 

KNOWLEDGE / SKILLS / ABILITIES

Strong computer, communication, and analytical skills

Experience with Microsoft Excel and Call Center tools such as/but not limited to Blue Pumpkin, IEK, EWFM, CMS, Aspect and Cisco, preferred

Strong interpersonal skills

 

 

 

Real-Time Analyst | Palawan


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