Real Time Analyst w/ BPO Experience

Sitel

Real Time Analyst w/ BPO Experience

(National Capital Reg)

Responsibilities:

Will prepare and maintain daily call forecasts, and capabilities for assigned team utilizing standard defined process. Will maintain distribution curves by gathering and tracking historical and real time call data. Analyze and report volume and campaign activity. Intra-day forecasts. Communicate with Supervisors and Account Managers through daily/weekly meetings, phone or emails. Ensure all client information is accurate and up to date. Assist operations in managing real time call arrival patterns and agent productivity/ occupancies. Assists in completion of weekly reports.

Requirements:


* A minimum of one year experience in mass transaction desired (call center preferred) or an equivalent combination of education and experience. Clerical and mathematical experience.

* Should have strong computer, organizational, communication and analytical skills. Experience with Microsoft Excel, Business objects, ACD switch reporting, Blue Pumpkin or IEX ( preferred), and email systems.

* Should have the ability to collect and assess data. Works with minimal supervision and has the ability to make decisions and solve complex problems. Working with knowledge of Workforce Management.

* With ability to present complex information to various levels of organization. Ability to create and maintain large and complex spreadsheets.

* Candidates must be willing to work in shifting schedules preferably graveyard shift at Ortigas, Pasig.
Sitel Talent Acquisition and Resource Hub (STAR Hub) 2nd Floor, Centerpoint Building Julia Vargas Avenue cor. Garnet Road Ortigas Center, Pasig City 1600 Tel.: (+632)860-1111 begin_of_the_skype_highlighting (+632)860-1111 end_of_the_skype_highlighting Fax: (+632)634-5414 . Got a Sitel Career Question? Ask OCA (Online Career Assistant)! Yahoo Messenger: siteljobs@yahoo.com 9:00 am-6:00pm Mondays to Fridays
Website: http://www.sitel.com
Company Address: 2/F Centerpoint Bldg, Garnet Road corner Julia Vargas Avenue, Ortigas Center, Pasig City 1600
Tel: 860.0000 | Fax: 634-5414
Industry: Call Center / IT-Enabled Services / BPO