Real Time Analyst

WNS

Real Time Analyst

(National Capital Reg)

Responsibilities:

• Responsible for the maintenance of service levels and the real-time and advanced coordination of all phone and non-phone activity.
• Act as the central point of contact for all schedule exceptions and time off requests.
• Assure the timely dissemination of reports and information.
• Updates CMS agent groups and split/skill lists.
• Ensures that Thresholds are set and followed for all accounts through monitoring and close coordination with the operations team.
• Serve as a resource regarding the reporting of call center efficiencies, team and individual statistical analysis, and process improvement.
• Assists management in the implementation of action plans and initiatives that pertain to real-time management. Monitors ACD queue statistics and contact traffic, deploying staff as needed.
• Completes special projects as required


Requirements:

• Candidate must possess at least a Bachelor's/College Degree in any field.

• Required language: English
• At least 6 months to 1 year of working experience in handling Workforce Tools
• Experience in processes and application of workforce management software is required.
• In depth knowledge in forecasting and scheduling required
• Good oral and written communication skills
• Applicants must be willing to work in Quezon City.
• Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
• Full-Time positions available.
WE ACCEPT WALK-IN APPLICANTS
Recruitment Center: G/F Superstore Bldg., Times Square St., Araneta Center, Cubao, Quezon City
You may visit our office from Mondays to Fridays, 10AM-5PM
Bring an updated resume with 1x1 picture and a valid ID
JUST LOOK FOR PAULA JOSON - DELA ROSA
You may also send your resumes directly to Angelo.Servilla@wns.com
Indicate the position your applying for in the Subject of the email
GROW WITH WNS. APPLY NOW!