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Real Time Analyst

₱25,000 - 35,000 per month
2 to 4 Years
With Business Certificates
Established in 2014
1001-5000 Employees
Cebu IT Park, Apas, Cebu City, Cebu
Total vacancies for this job title: 1
Posted On: June 18, 2021
Job ID: 382274

Details

Do you aspire a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.
 
Work with the world's most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!
 
Top reasons to work with TDCX:
  • Attractive remuneration, great perks, and performance incentives
  • Comprehensive medical, insurance, or social security coverage
  • Premium workspaces
  • Engaging activities and recognition programs
  • Strong learning and development plans for your career growth
  • Positive culture for you to #BeMore at work
  • Easy to locate area with direct access to public transport
  • Flexible working arrangements
  • Be coached and mentored by experts in your field
  • Join a global company with 25 years of experience and more than 270 industry awards
What is your mission?
  • Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
  • Monitors site to ensure optimal staffing levels.
  • Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
  • Administers volume contingency action plans as deemed necessary and appropriate.
  • Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
  • Facilitates real-time discussions with necessary stakeholders.
  • Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
  • Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
  • Ensures that all reports originating from the department are accurate and reliable.
  • Helps with the integration and implementation of new call center technologies.
  • Assumes and performs other duties and responsibilities not specifically outlined herein, but which are
  • logically and properly inherent to the position.
  • Any other duties and responsibilities that may be assigned to you by the management from time to
  • time, within your category of employment in the organization and for the effective implementation,
  • maintenance and continual improvement of the Quality Management System of TDCX.
Who are we looking for?
  • Completed at least 2 years in college, any field.
  • 2 years of working experience in the related field is required for this position.
  • Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
  • Proven hands-on experience with workforce management
  • Proficient in MS Excel
  • Good verbal, written, analytical and interpersonal communication skills
  • Must be willing to work night shift and/or shifting schedule

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