Pasay City Jobs Wfm Real Time Analyst | Exl Service Pasay City Position at EXL Service Philippines, Inc.
- Job vacancies posted on: 11 months ago
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Our company, EXL Service Philippines, Inc. is currently opening occasion for those of you who are interested in becoming a part of our company specifically Pasay City and its surrounding areas. For those of you who are interested to be a part of our company with the position of WFM Real Time Analyst | EXL Service Pasay City and able to work in the WFO (Work From Office) system with full time working hours.
We will openly welcome you if you meet these following criteria:
- Qualification: Not Specified
- Experienced in Services & Customer Service
- Honest, disciplined, and responsible
- Uphold professionalism in the work environment
We offer you a fairly competitive base salary of ₱31,000 - ₱35,000 in average and can be adjusted according to the capabilities that you offer for our company and have been negotiated under HRD agreement.
Job Info
| Company | EXL Service Philippines, Inc. |
| Position | Wfm Real Time Analyst | Exl Service Pasay City |
| Region | Pasay City |
| Career Level | 1-4 Years Experienced Employee |
| Work Experience | 2 years |
| Qualification | Not Specified |
| Type of Work | Full-Time |
| Minimum Salary | PHP 31.000 |
| Maximum Salary | PHP 35.000 |
Basic Functions
- Monitors the queue real-time and analyzing data across different measures such as service levels or staffing interval requirements to implement Rules of engagement.
- Generates schedules accordingly to meet the business requirements enabling superior customer service
- Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
- Report and track all system issues and outages
- Responsible for skilling audits for phone and chat representatives.
- Prepares and publishes the Intraday, end of day and other relevant reports while ensuring accuracy and timeliness of data
- Create reporting dashboard for business units.
- Attend touchpoint meetings to provided previous day performance overview.
Essential Functions
- Regularly performs volume and performance analysis and proactively communicate possible impacts to business
- Supports management with all necessary reports and planning models to facilitate the process of decision making
- Monitors actual activities and compare it to plan and make recommendations for immediate changes
- Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers
- Ensures that pre-planned activities are being scheduled in advance and communicated effectively
- Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
- Ensures adherence to schedules and raises alerts in a timely manner in case of deviations
- Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
- Executes skill change and reallocation requests and initiatives
- Provides recommendations in case of understaffing/overstaffing
- Act as first point of contact for any escalations, outages, system issues or any other production impacting situations
- Maintains confidentiality relative to the organizational strategies, objectives and practices
Organizational Relationships
Reports To : Assistant Manager Supervises : NA
Skills Technical Skills
- IEX
- CMS Avaya Supervisor
- Microsoft Excel
Requirements
- Candidate must possess at least a Bachelor’s/College Degree
- 1 year minimum experience in Workforce Management with knowledge of WFM tool like NICE IEX / Supervisor Webstation.
- Excellent skills in real-time time management is a must
- Strong organizational skills to ensure critical timelines are met
- Accuracy and attention to details is a must in this role
- Detail oriented with ability to deliver project deliverables with little supervision
- Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
- Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
- Demonstrate analytical, organizational, problem solving and creative thinking skills
- Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
- Flexible and willing to work in shift schedules
Office/Company Address
| Country | Philippines |
| Region | National Capital Region |
| City | Pasay City |
| Address | Exlservice Philippines, Inc, 6th Floor, OneE-com Center, Harbor Drive, Mall of Asia Complex 1308, Pasay, 3001 Metro Manila, Philippines |
| Map | Google Map |
Benefit
- Get work experience
- Bonus for overtime
- Be taught first
- Good work environment
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Company Description
EXL Service (Nasdaq:EXLS) is a recognized business solutions provider. EXL's service offerings are aligned to provide a competitive edge to its clients by transforming and outsourcing business processes. While outsourcing involves providing a full spectrum of business process services from offshore delivery centres that require ongoing process management skills, transformation services enable continuous improvement of client processes by bringing together EXL's capabilities in reengineering including six sigma process improvement, research & analytics, and risk advisory services.
Visit our Recruitment Offices:
MANILA
- 6/F One E-Com Center, Mall of Asia Complex, Pasay, Metro Manila
ALABANG
- 9/F Plaza E Building, Northgate Cyberzone, Filinvest Alabang, Muntinlupa City
CEBU
- 10/F 2Quad Building, Cardinal Rosales Avenue, Cebu Business Park, Cebu City
Choose to be Social:
Facebook: facebook.com/exlphilippines
Twitter: @exlphilippines
Instagram: @exlphilippines
LinkedIn: EXL Philippines
Company Info
- Industry: Call Center/IT-Enabled Services/BPO
- Company Size: 2001 - 5000 Employees
- Average Processing Time: 14 days
- Benefits & Others: Dental, Miscellaneous allowance, Medical, Sports (e.g. Gym), Corporate, Business Casual, Graveyard, Nighshift
