Real Time Analyst

Who are we?

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

What should you expect from this role?

• Competitive Salary Package
• HMO Coverage with free dependent
• Life Insurance Coverage
• Monday to Friday, rotating roster
• Onsite work set up
• 1 Full time role available

Job Description

What will your normal day look like?

The Real Time Analyst is responsible for monitoring all call queues and ensuring adequate actions are taken on rosters to ensure target metrics are achieved.

The Real Time Analyst will monitor agent activities ensuring adherence to schedules and activity entries are up to date with scheduling systems.

Responsibilities:

• Maintain rosters in line with business and staff requests.
• Maintain real time activities for a clear view of rostering data
• Produce highly accurate reports highlighting results across key business drivers, including trends.
• Analysis of data and reporting to identify emerging trends and anomalies, in order to communicate to workforce planner.
• Analysis of data and reporting to identify business opportunities and continuous improvement 
• Work with the business to ensure that key tasks performed drive Business Success.
• Maintain a high level of professional communications with internal and external stakeholders
• Accuracy in all work completed
• Adherence to your schedule
• Maintaining a high standard of output while completing tasks within reasonable timeframes.
• To perform other related tasks as necessary from time to time. 

Qualifications

Essential

• At least 1 year relevant experience
• Well versed in workforce planning methodology.
• Highly skilled with WFP scheduling software.
• Demonstrable experience of effectively engaging with the business.
• Build relationships quickly with key internal and external business partners. 
• Be Proactive versus reactive in anticipating workforce needs.
• Rise to a challenge and thrive in a fast paced demanding environment.
• An understanding of Inbound Call Centre Metrics.
• Experience using Microsoft Excel.
• Experience using Microsoft office software.
• Able to demonstrate logical reasoning and the ability to communicate complex information.
• A customer service orientation.
• Can-do attitude.
• Strong analytical skills.

Additional Information

At TSA, the health, safety and well-being of our team is our number one priority! In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more.

We take our responsibility to protect the health and well-being of our team and our community very seriously.

IMPORTANT : The Inter-Agency Task Force for the Management of Emerging Infectious Diseases (IATF) issued Resolution No. 148-B which states that, effective December 1, 2021, all employees reporting on-site must be vaccinated against COVID-19. If you have questions regarding this guideline, please make sure to discuss this with our Recruitment Team during job offer.

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Philippines Office address:

14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300