Real Time Analyst- Workforce management

Real Time Analyst- Workforce management

TELUS International Philippines Inc
Not Specified
Not Specified

Job Description



Description and Requirements

The Real Time Analyst is responsible for constantly monitoring the required vs actual Headcount, as well as the use of auxiliaries. Creates and updates specific reports related to productivity and metrics from the assigned account.

Main Responsibilities:

Making decisions to balance intraday effectiveness to achieve staffing requirements, optimize frontline resources to overcome staffing gaps and be able to determine the best solution for each program according to the business needs, communicating with frontline team members and frontline management to set expectations, facilitate execution and clarify decisions. Coordinate the issue resolution process between frontline and supporting teams whenever a system issue occurs, constant communication between, client, operations, training and management. Ensure max capacity during critical intervals.

Requirements:

  • Strong oral and written skills

  • Ability to adapt styles to the situation and context

  • Ability to work independently with a minimum of supervision, in a fast-paced environment and effectively manage multiple tasks.

  • Attention to details

  • Schedule flexibility-Required


Knowledge:

  • Excel - Mid

    • Functions: SUMIF Joint, average, Count, conditioning formulas ( IF, AND, OR )

    • Preparation and presentation of advanced graphics

    • PivotTables

    • Search the data value by: VLOOKUP.

    • Format Cells

    • Advanced Filters

  • English - B2 :

    • Oral and written comprehension.

    • Appropriate use of language.

  • Customer Service-Advanced


Studies & Experience:
  • A third-year level or graduate of Business Administration, Industrial Engineering or related career - Desirable.


Additional Job Description

The Real Time Analyst is responsible for constantly monitoring the required vs actual Headcount, as well as the use of auxiliaries. Creates and updates specific reports related to productivity and metrics from the assigned account.

Required Language(s)
English

Job Details

Employment Types:

Industry:

Function:

IT

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