Real Time Analyst for Makati

About the job

Roles & Responsibilities:

• Acts as a Subject Matter Expert (SME) for RTA function.
• Effectively manage intraday of multiple accounts on different systems and platforms plus providing RCA and recommendation on operational performance.

• Proactively provides BCP related updates and task such as weather, traffic, earthquake, socio political events, etc., that may impact delivery.

• Works collaboratively with CoBRA Automation team on project support, data gathering, report call-outs, validation and other task needed.

• Assist on NICE IEX webex session for troubleshooting and other system issue discussion with IT.
• Delivery of all designated reporting activities as detailed by Service Menu to agreed timescales and quality both internally and externally.
• Ability to communicate with all levels of internal/external client on a professional level.
• Ability to extract, manipulate and present data from WFM application/manual platform and utilize its full functionality.
• Ability to communicate with all levels of internal management & analysts, client and CNX Operations on a professional level.

Qualifications:

• Intermediate to proficient MS Excel skills - knows Pivot & Vlookup
• 1-2 years BPO experience, RTA/Workforce experience is a plus
• Has background or strong knowledge with Workforce Management
• Must be willing to work onsite in Makati- Ayala North Exchange site
• Can start ASAP