Acquire Asia Pacific Philippines Inc.
Tech / AI / Software
RealTimeAnalyst
“Real Time Analyst at Acquire Asia Pacific Philippines Inc.. Skills: Intraday Management, Real-time monitoring, queue management, Root Cause Analysis, Contingency Mitigation, Crisis Liaison, Real Time Logistics. Real-time monitoring, skilling, and queue management functions. Analyze trends and volumes and provide updated reports and analytical recommendations to meet SLAs”
What You'll Achieve.
meet SLAs; ensure that the business is aligned with the planned shrinkages, assumptions, and efficiency targets
Industry & Context.
Root Cause Analysis; Contingency Mitigation
Must be available to work primarily on weekends, with the flexibility to cover weekday shifts.
What They're Looking For.
Must Have
Intraday Management, Real-time monitoring, skilling, and queue management functions, Root Cause Analysis, Analyze trends and volumes and provide updated reports and analytical recommendations to meet SLAs, Contingency Mitigation, Handle agent adherence and ensure that the business is aligned with the planned shrinkages, assumptions, and efficiency targets, Crisis Liaison, Act as POC for any system outages and any issues impacting service delivery, Real Time Logistics, Work on seat planning capacity and address both seat and phone requirements, Highly proficient in using Microsoft Excel (VBA and Macros)
Nice to Have
2 + yrs minimum workforce management experience, 2 + yrs minimum extensive background in real-time and queue management, 2 + yrs minimum working knowledge of ACD, Workforce scheduling and forecasting highly preferred (e. g Verint, Calabrio, Aspect eWFM, NICE IEX, RingWEM etc. )
What You'll Do.
and queue management functions
Analyze trends and volumes and provide updated reports and analytical recommendations to meet SLAs
Handle agent adherence and ensure that the business is aligned with the planned shrinkages
and efficiency targets
Act as POC for any system outages and any issues impacting service delivery
Work on seat planning capacity and address both seat and phone requirements
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