Real Time Analyst

Full Time
EXPIRES 26 Sep, 2019

Job Location

Plaisance, East Coast Demerara

Description

The Real-Time Analyst is responsible to ensure that planning forecasts are adhered to, highlighting over and under delivery, and recommending corrective actions as the day develops using WFM and CMS reporting tools to ensure maximum productivity and service level agreements are met and exceeded.

Requirements

Diploma in Business or equivalent

At least 2  years experience in Work Force Management, strong knowledge of CMS and eWFM

Proficient in Microsoft Office

High attention to detail

Responsibilities

Answer Attendance line calls and voicemails to keep a record of absenteeism and lateness.

Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operations through communication tools and e-mail.

Manage and adjust call routing when unusual call patterns exist in order to ensure service levels are met.

Coordinate with Operations Management to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.

Perform analytical reporting as needed to support information requests from servicing departments.

Schedule off phone activities when call volume projections are down.

Capable of managing efficiently all campaigns, tools, and host clients touch base calls under the Command Center LOBs roster

Any other duties assigned

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A JOB BY

Qualfon Guyana Inc.

Qualfon Guyana Inc.



Overview

Qualfon is a global provider of contact center, back-office, and business process outsourcing (BPO) services. We offer a full suite of customer lifecycle services including sales, customer care, technical support, and retention programs, and we are experienced at operating large client programs across multiple geographies. Qualfon also supports a variety of communication channels including voice, chat, email, IVR, social media and blogs. Qualfon is the largest private employer in Guyana and we offer numerous benefits to our employees, such as: Industry Leading Training Facilities, Large Indoor Cafeteria, Career Opportunities, Education (Qualfon University merged with The University of Guyana), Qualfon Foundation & Community Outreach programs, Milk Subsidy Program for all mothers, Fun Clubs (Dance classes, Spanish classes, cooking classes, Mandarin Classes, etc), Employee Benefits Program with leading vendors in Guyana, Performance Incentive Programs (earn more money), Weekly & Monthly giveaways, and the list goes on... Join us today and indulge in the benefits of working with a Global Company.
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