National Capital Region Jobs Urgent Hiring! Real Time Analyst || Alabang Position at Foundever™

Image Foundever™
  • Job vacancies posted on: 7 months ago


As a competent company, we Foundever™ are looking for candidates for the position of urgent hiring! real time analyst || alabang with full time work system. We are looking for candidates who uphold honesty and discipline at work, with minimum criteria High School Diploma, Vocational Diploma/Short Course Certificate & Bachelor's/College Degree, experienced in Services & Customer Service and domiciled in National Capital Reg and surrounding areas.

Our company offers competitive salary that can be adjusted to how skilled the capability of interested candidates will be, with monthly base salary ₱16,000 - ₱38,000 in accordance with the decisions of our company's HRD.

Job Info

Company Foundever™
Position Urgent Hiring! Real Time Analyst || Alabang
Region National Capital Region
Career Level 1-4 Years Experienced Employee
Work Experience 1 year
Qualification Bachelor's/College Degree, High School Diploma, Vocational Diploma/Short Course Certificate
Type of Work Full-Time
Minimum Salary PHP 16.000
Maximum Salary PHP 38.000

• Optimize staffing (based real time or actual offered) on a real time basis as per established guidelines and by identifying and recommending OT and VTO opportunities.

• Manage accounts real time occupancy and agent utilization.

• Monitor account’s productivity.

• Manage skill updates, updates agents proficiency, maintain associate mapping tables and keep track that skill matrix are up to date.

• Analysis of real time workload requirements, and call routing to manage performance to service level requirements.

• Real time adjustment of planned/plotted off line activities based on real time SLA status. Manually adjust breaks and lunch in order to maximize coverage as needed. Manage real time exception coding.

• Creating and maintaining Intraday and End of day performance reports which should include analysis as to what drove SL performance. Real time reports includes but not limited to attendance, AHT, adherence report, Over-break /over lunch and OT/VTO report (if applicable).

• Ensure Outage Report/Notification is done real time.

• Provide updated SLA projection and high list risk and recommend mitigation plans to still meet KPI.

• Re-forecast or capable of computing actual requirement based on actual performance – actual volume, AHT, lost hours.

• This position is responsible for answering real time client queries regarding the queues and making corresponding scheduled activity changes.

• Provides regular update to internal and external stakeholders (Ops, Workforce, and Client).

• Other duties as assigned.

Office/Company Address

Country Philippines
Region National Capital Region
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  • Comprehensive benefits package
  • Healthy Work Environment
  • Excellent Benefits for you and your Family

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Company Description

Sitel Group® and SYKES are now Foundever™.

Foundever™ is a global leader in the customer experience (CX) industry. With 170,00 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. 

Mission: At Foundever™, we make things simple.

Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed.

Company Info

  • Industry: Call Center/IT-Enabled Services/BPO
  • Company Size: More than 5000 Employees
  • Average Processing Time: 6 days
  • Benefits & Others: Dental, Miscellaneous allowance, Medical, Loans, Business (e.g. Shirts), Shifting Schedules
This vacancy is suitable for those of you who live in the following areas: National Capital Region