Full Potential Solutions, Inc
Full Potential Solutions, Inc

Real Time Analyst  

Full Potential Solutions, Inc

 
  • Pasig, Philippines
    Ortigas Center, Pasig, Metro Manila, Philippines, Pasig, Metro Manila, Philippines
    Pasig
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 5 years ago

2019-08-28T05:00:00+00:00
Job closed.

Job Description

The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call center enterprise.

  • Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations
  • Coordinates and manages same day and/or short term off-line event scheduling for call center agents while maintaining acceptable performance of the call center
  • Monitors systems to assist the management teams with acceptable agent adherence to schedules
  • Analyzes trends such as call volume, AHT, and attendance to understand and plan for potential over staffing/under staffing conditions; adjust plans prior to and/or same day based on the ability of the call center to attain appropriate performance results
  • Participates in Help Desk calls to relay how issues are impacting the call center

Minimum Qualifications

  • Candidate must have at least 2 years of work experience in the related field from a BPO/Call Center set-up
  • Experience and understanding of staffing, queues, and performance measurements
  • Experience with WFM platforms (IEX preferred)
  • Adept at managing multiple priorities and tasks in a fast-paced environment
  • Good reasoning abilities with sound judgement. Tactful, flexible and people oriented
  • Proficient in Microsoft Excel
  • Good analytical skills and creative thinker

Perks and Benefits

  • Paid Vacation LeavePaid Vacation Leave
  • Medical, Prescription, Dental, or Vision PlansMedical, Prescription, Dental, or Vision Plans
  • Paid HolidaysPaid Holidays

Jobs Summary

Job Level
Associate / Supervisor
Job Category
IT and Software
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Often
Office Address
Ortigas Center, Pasig, Metro Manila, Philippines
Industry
Business Process Outsourcing
Vacancy
1 opening
Website
http://www.fpsinc.com

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About Full Potential Solutions, Inc

Full Potential Solutions (FPS) is a performance-based outsourcing firm with operations in Kansas City, MO, Chennai, India and Manila that puts culture and employees first. We employ the best people, processes and proprietary technology available to deliver multichannel solutions for our clients and fulfilling careers for our employees. FPS is a rapidly growing, global company. We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program; medical, dental and vision benefits; and the opportunity for high potential career growth with a fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that if you put people first, you drive great results. Our Core Values: Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal Our Mission: To create conditions within which people can thrive! Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA; Chennai, India, and Manila, Philippines.

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