2 to 4 Years
With Business Certificates
Established in 1945
10,000+ Employees
Outside Manila : Cebu IT Tower One & Two across Ayala Center Cebu and Pag-IBIG Building, Luz, Cebu City, Cebu : Philippines
Total vacancies for this job title: 10
Posted On: March 24, 2023
Job ID: 420434




Is currently looking for:


Real Time Analyst/MIS Executive/CCOD ANALYST


Job Description:

  • Monitors the queue real-time and addresses issues that could impact SLAs.

  • Act as a point of contact for all technical issues that could impact delivery and SLAs. Escalates unresolved issues after allocated time.

  • Tracks real-time impact of technical issues on productivity.

  • Reviews SLAs performance from previous week and prepares RCAs whenever required.

  • Preparing agent schedules and align them to volume arrival pattern to ensure SLAs are met.

  • Analyze scheduling outputs simulation and recommend changes whenever necessary.

  • Generates schedule adherence, conformance and attendance reports on a daily basis to to monitor performance against plan

  • Preparing Daily, weekly reports on SLAs and Productivity.

  • Coordinate with internal and external stakeholders on items related to capacity planning and hiring.

  • Maintain process documents for WFM Scheduling including Standard Operating Procedures and day to day activities

  • Maintain Skilling sets for Agents and Database

  • Identify recurring problems with system processes and policies

Qualifications & Mandatory Skills:

  • 2-4 years experience in a reporting role

  • College/Bachelor's graduate of any field

  • Advance knowledge of MS Excel, power points

  • Experience of using Genesys & Cisco tool

  • Good Communication skills

  • Flexible for 24x7 shift timings

  • Open for Split week offs

  • Strong Analytical and Problem solving skills.

  • Proven experience analyzing, interpreting and summarizing complex data as it relates to call center technologies.

How to Apply

Visit our Recruitment Hub at the Ground Floor of Cebu IT Tower 1, Cebu Business Park, our building is in front of Ayala Center and right across Pag-ibig Bldg.
We’re open 9:00 am - 5:00 pm. Just bring an updated resume, a pen and a valid ID.