Real Time Analyst (Consumer Electronics Account) - Cebu

REAL TIME ANALYST (CONSUMER ELECTRONICS ACCOUNT) - CEBU

Do you aspire for 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 26 years of experience and 340+ industry awards

What is your mission?

You are required to perform these job functions:

• Coordinates appropriate staffing allocation and availability of contact center staff in order to achieve service level and interval staffing objectives.

• Monitors site to ensure optimal staffing and adherence to intraday staffing plans.

• 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.

• Generate and analyse 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 contact 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?

• At least 2-3 year(s) of working experience in the related field is required for this position.

• Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.

• At least two (2) years in college

• Proven hands-on experience with workforce management

• Excellent verbal, written, analytical and interpersonal communication skills

• Must be willing to work night shift and/or shifting schedule