Workforce Real-Time Analyst at Ninja Partners LLC

Quezon City, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

17 Jun, 26

Salary

0.0

Posted On

19 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Real-Time Monitoring, Workforce Management, SLA Achievement, Data Analysis, Productivity Optimization, Efficiency Improvement, Customer Satisfaction, Call Routing Management, Issue Escalation, Schedule Adjustment, Verint, IEX, Playvox, Excel, Google Sheet, Analytical Skills

Industry

Marketing Services

Description

The Workforce Real-Time Analyst is responsible for monitoring real-time operations and taking necessary actions to ensure service level agreements (SLA) are achieved. This position will work closely with the Workforce Management team, Service Delivery team, and other departments to optimize productivity, efficiency, and customer satisfaction. Additionally, this position will be responsible for analyzing real-time data to identify trends and patterns, and providing insights and recommendations to improve team member performance. This is an onsite position at The Sanctum, North EDSA, Quezon City. What does a day in the life as a Workforce Real-Time Analyst look like? * Monitors real-time operations to ensure SLAs are achieved (WFM tool dependent) * Analyzes real-time data to identify trends and patterns, and provide insights and recommendations to improve team member performance * Manages service levels, staffing levels, and call routing to optimize productivity, efficiency, and customer satisfaction * Takes necessary actions to address issues affecting service levels and escalate issues * Coordinates with Workforce Schedulers and Planners to adjust schedules and staffing levels based on real-time demand * Collaborates with other departments to resolve issues affecting operational performance * Provides operational insights to Service Delivery based on Time Doctor, Workgenda and other WFM tools at hand * Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules * Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times * Adheres to company policies and procedures * Meets or exceeds performance targets for related KPI’s * Performs other duties as assigned What are the required qualifications for a Workforce Real-Time Analyst? * At least 2-3 years of experience in workforce management or real-time monitoring, preferably in a call center environment * Strong communication skills, both verbal and written * Proficient in using Workforce Solutioning Tool (e.g Verint, IEX, Playvox) * Well versed in using Excel and Google Sheet spreadsheets, able to create and understand its reporting capabilities Core Competencies: * Analytical Skills * Organizational Skills * Problem-solving Skills * Critical Thinking * Detail Oriented * Technical Skills * Inquiry Research/Response * Investigative Mindset/Curiosity * Teamwork * Results-oriented Ninja Perks and Benefits Full time employees * Competitive compensation * Adherence to government-mandated benefits * Retirement Savings Program with Company Matching * Life Insurance * HMO on day 1 * Paid time off, birthday leave * Bonus and incentive plans * Opportunities for skills training and personal and professional development * Employee Referral Program * Beautiful office space * Free lunch provided daily Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready? #abetterwaytogrow

Responsibilities

The analyst monitors real-time operations to ensure Service Level Agreements (SLAs) are met, taking necessary actions and coordinating with schedulers to adjust staffing based on demand. This role also involves analyzing real-time data to identify trends, providing insights to improve team member performance, and managing service levels for optimal efficiency and customer satisfaction.