Real Time Analyst in Pasig - Call Center Jobs

The Resource Group (TRG) is a leading international supplier of BPO services and capital for Fortune 1000 companies. We are highly differentiated provided of equity capital, strategic advice, customized outsourcing solutions, and proprietary technology in the BPO sector. Since our inception in 2004, TRG has undergone tremendous growth in the BPO sector; in 2007 our revenues exceeded $200 million driven directly by our unique, customer-centric approach to doing business and by our proprietary set of technology-driven solutions. At TRG, we offer our services to a vast array of industries such as automotive, financial services, healthcare, insurance, media, government and non-profit organizations, retail, telecommunications, and various other verticals. Today, TRG is an internationally-renowned player in the BPO arena. Headquartered in Washington, D.C., we employ more than 6,000 people at 27 locations across the globe, including data and contact-centers in the United States, Canada, the United Kingdom, Brazil, Senegal, Pakistan and the Philippines. We provide world-class, customized outsourcing solutions to over 120 clients, offering end-user services in more than 10 languages.

Real Time Analyst

RESPONSIBILITIES:
The Real Time Adherence Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call center enterprise. The analyst provides timely and appropriate communication regarding the performance of the call center to all parties as defined by the communications process. The position requires previous call center experience (knowledge of call center related applications like workforce and switch monitoring applications are preferred). The analyst is required to have strong communication, analytical and teamwork skills. The ability to work in a fast paced environment while focusing on more than one task at the same time is another requirement for the position.


    * Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations


    * Coordinates and manages same day and/or short term off-line event scheduling for call center agents while maintaining acceptable performance of the call center
    * Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently maintain appropriate staffing levels
    * Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules
    * Analyzes trends such as call volume, AHT, and attendance to understand and plan for potential over staffing/under staffing conditions; adjust plans prior to and/or same day based on the ability of the call center to attain appropriate performance results
    * Manages agent profiles within CMS to best utilize all staffing resources
    * Monitors available reports to effectively manage the performance each call center business and/or product to acceptable results
    * Participates in Help Desk calls to relay how issues are impacting the call center
    * Assists in the development of all reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results
    * Effectively communicates call center performance and information by providing the business informational updates regarding the recent, current, and future state of the business.
    * Schedule daily, weekly, monthly meetings to communicate information to Work Force Leaders to set expectations and confirm business needs to allow the business to make sound decisions
    * Provides the business with timely status updates on projects and initiatives
    * Complete necessary reports, ad hoc reports as required
    * All other duties as assigned


REQUIREMENTS:

    * At least 1 year related experience in the call center environment; operations, volumes management and/or scheduling.
    * Good decision making ability and knowledge of problem solving process
    * Above average spreadsheet and database management skills
    * Above average analytical, organizational and interpersonal skills with attention to detail, accuracy and time management
    * Understanding of call management systems and principles of scheduling an asset.
    * Excellent communication skills, both oral and written
    * Proficiency with various software applications such as Microsoft Word, Microsoft Excel, Avaya CMS and IEX or its equivalent
    * Must possess effective organizational skills and time management skills with the ability to work on several projects simultaneously
    * Must be able to respond quickly and intelligently in a fast paced environment, making accurate decisions under pressure.
    * Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
    * Commitment to internal attendance standards required
    * Must be able to start on or before July 12
    * Open to graveyard shift or rotating shifts
    * Okay to work in Ortigas Center, Pasig
    * 3 full time open positions


WALK-IN APPLICANTS ARE VERY WELCOME - TRG recruitment hours are from 10am to 7pm, Mondays through Fridays. 8th Floor Hanston Building, Emerald Avenue, Ortigas Center, Pasig City (nearby Landmarks: Strata 100 and Wynsum Bldg).


    * Applicants must be willing to work in Ortigas Center,Pasig.
    * Preferably 1-4 Yrs Experienced Employees specializing in Actuarial Science/Statistics or equivalent.
    * 3 Full-Time positions available.

TRG Philippines, Inc.     
Website: http://www.trg.com.ph
Company Address: 8th Floor Hanston Building Emerald Avenue Ortigas Center Pasig City 1605
Industry: Call Center / IT-Enabled Services / BPO
Type of Company: Private Limited Company, Local Based Company