Location: Philippines, Pasig City, Tiendesitas
Job category: Operations
Transcom is looking for talented individuals like you to join our awesome team! Be the next Real Time Analyst for our Transcom Pasig site.
As a Workforce Management Real Time Analyst, you will manage all call center traffic to ensure compliance with customer service level agreements. This will include - serve as the call traffic and trending analyst for the assigned operations, provide real time and historical call center data to internal and external audiences, and work with call center supervisors and managers. In addition, you will analyze trends within assigned operations, not limited to call volumes, call patterns, staff productivity, performance trends, shrinkages and resource allocation. This position will use results of these analyses to adjust forecasted intraday call volume, AHT and staffing, and apply the necessary action plans and strategies to address anticipated gaps.
Essential Duties & Responsibilities:
Real Time Queue Management
Real Time Reporting
Job Specifications (Qualifications, Skills and Experience)
What's in it for YOU
Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team!
What Life at Transcom is like
Transcom is a firm believer in putting people first. We have cultivated a culture of focusing on and caring for our employees, ensuring that they are provided with rewards, privileges, and amenities that are relevant, valuable, and easily available.
We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.
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