PH Real Time Analyst (Night Shift) - REF103O

  • Harbor Dr, Pasay, Metro Manila, Philippines
  • Full-time
  • Department: Workforce Management - PH
  • Employment Type: Full-Time

Company Description

Who are we?

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

What should you expect from us?

  • Competitive salary package
  • Must be flexible to both working environments; whether on-site or work from home depending on business needs
  • Must be willing to work on a Graveyard/ Nigh Shift with a schedule rotating roster between 4pm-6am 
  • HMO coverage with free dependent
  • Life Insurance Coverage
  • Australian Telco Account with the chance to grow with major partnerships in Australia and in the Philippines
  • We promote within the company! Look no further to take the next step in your career
  • Awesome R&R daily floor prizes, major cash giveaways, social events like end of year parties; there's always something fun to get excited about!
  • 1 Full-time role available

Job Description

 What will a normal day look like?

The Real Time Analyst is responsible for monitoring all queues and ensuring adequate actions are taken on rosters to ensure target metrics are achieved. The Real Time Analyst will monitor agent activities ensuring adherence to schedules and activity entries are up to date with scheduling systems.

What will you do?

The Real Time Analyst is to maintain rosters in line with business and staff requests. maintain real time activities for a clear view of rostering data. they will also be responsible in producing highly accurate reports highlighting results across key business drivers, including trends. Will do analysis of data and reporting to identify emerging trends and anomalies, in order to communicate to workforce planner and reporting to identify business opportunities and continuous improvement as well.

The Real Time Analyst works with the business to ensure that key tasks performed drive Business Success and maintain a high level of professional communications with internal and external stakeholders. Provide accuracy in all work completed must adhere to schedule and maintain a high standard of output while completing tasks within reasonable time frames.

Qualifications

Essential 

  • At least 6 months RTA or related experience.
  • Well versed in workforce planning methodology.
  • Highly skilled with WFP scheduling software.
  • Demonstrable experience of effectively engaging with the business.
  • Build relationships quickly with key internal and external business partners.
  • Be proactive versus reactive in anticipating workforce needs.
  • Rise to a challenge and thrive in a fast paced demanding environment.
  • An understanding of Call Centre Metrics.
  • Experience using Microsoft Excel.
  • Experience using Microsoft office software.
  • Able to demonstrate logical reasoning and the ability to communicate complex information.
  • A customer service orientation.
  • Can-do attitude.
  • Strong analytical skills.
  • Must be willing to work on a Graveyard/ Nigh Shift with a schedule rotating roster between 4pm-6am 
  • Must be willing to work on-site in/ near Mall of Asia Complex as the need arises
  • Online applications only

 

Hit the I'm Interested button to apply!

*Terms & Conditions Apply

Additional Information

At TSA, the health, safety and well-being of our team is our number one priority! In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more. 

We take our responsibility to protect the health and well-being of our team and our community very seriously.

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Philippines Office address:

14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300

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