Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Workforce Planning Forecasting Management Continuous Monitoring Automatic Call Distributor Analytics Queue Management Call Center Experience Telephony Process Improvement Power BI Situation Background Assessment Recommendation (SBAR) Stakeholder Communications Continuous Improvement Process

Other Skills

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Scheduling
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Microsoft Excel
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Training And Development
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Data Reporting
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Decision Making
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Communication
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Time Management
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Organizational Skills
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Social Skills
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Problem Solving

Sourcefit DR

About Sourcefit DR

Sourcefit is focused on providing custom offshore solutions. We help companies large and small to lower costs and increase productivity by providing highly-skilled, highly-motivated staff who can match the performance of onshore staff at a fraction of the cost. At Sourcefit, we understand that successful outsourcing requires more than just great staff. We are committed to working closely with you every step of the way to understand your goals and seamlessly transfer your business culture and successful business processes to an offshore environment. At Sourcefit there is never any obligation until you're comfortable you've found the perfect fit for your business needs. We offer various levels of operational and project management depending on your needs. You supply the vision and we handle the rest: from recruiting and pre–screening of candidates, providing all necessary office support, equipment and infrastructure, as well as end to end HR management.Established by Andy Schachtel, an American entrepreneur with over 20 years of experience in outsourcing both as a client and as a service provider, Sourcefit currently has over 1500 employees and is growing steadily. In light of this rapid growth, Sourcefit remains dedicated to preserving its entrepreneurial start-up spirit, actively nurturing innovation and agility in its operations, with branches in the Philippines, Armenia, the Dominican Republic, and South Africa. Above all, Sourcefit endeavors to make sure that each of our clients feel that they have our undivided attention and provide them with customized solutions that fit their business.Contact us today for a free consultation.Visit sourcefit.com to find out how our services can help you grow your business.For information and updates on outsourcing, offshoring, productivity and cost-effective business solutions, visit Sourcefit's official channels:http://www.sourcefit.comFacebook, Instagram, Twitter, Youtube, Tiktok: @SourcefitPH

Founded: 2018

Company size: 11 - 50

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Job description

As WFM Real Time Analyst – you will be part of the Workforce Management team and will be responsible for real-time monitoring to ensure optimum service levels and agent productivity. This role serves as a point of contact for the leadership team regarding real-time management, scheduling, skilling, and queue health.

Job Details

Work Setup: Work-from-home
Schedule: Monday to Friday, 12:00 PM to 9:00 PM EST
Holidays: Philippine Holidays

Responsibilities:

Real-time monitoring of queues; support real-time updates of queues/skill assignments as needed to balance service levels across queues.
Routine evaluation of staffing versus forecast and actioning appropriately to ensure the balance of productivity and service objectives are met.
Consult with leaders in planning off queue activities.
Prepare and refine weekly schedules to support operational needs.
Report and advise on offline activities, service goals, and agent occupancy.
Monitor schedule adherence and alert leaders to minimize impact of customers.
Facilitate real-time discussions with leaders as required.
Propose process improvements to enhance our daily operations.

Requirements:

2+ years contact center experience in a Workforce Managed environment.
2+ years experience with a CCaaS software Genesys Cloud CX preferred.
Exceptional communication and interpersonal skills are essential.
Strong problem-solving skills.
Strong organizational/time management skills.
Ability to work in an environment focused on continuous improvement.
Strong ability to assess situations proactively and make timely, well-informed decisions.

Skills:

Proficiency in Microsoft Excel.
Proficiency in basic PC skills.
Experience leveraging analytics and reporting tools, preferably in Power BI.
Experience using automated call distribution and call management software, solid understanding of telephony, routing, skilling systems and methodologies.