WorkForce Management - Real Time Analyst

Manpower Ümraniye

We are seeking for a "WorkForce Management - Real Time Analyst" for our global company which is performing at IT consulting sector;

• University degree in reputable university,

• 1 years of working experience in the related field is required for this position

• Advanced level of English,

• Ability to function in a team environment, providing the necessary support and assistance to various levels from management team 

• Must be available to work rotating schedules including nights and weekends (24/7 schedule)

• Advantage: Advance proficiency with Microsoft Office applications, especially in Excel 

• Strong analytical skills, understanding complex reporting and data transformations from multiple sources

İŞ TANIMI

The Real Time Analyst is a workforce management role that is responsible of intraday performance management to ensure that schedules are respected; service level target met; occupancy and utilization achievement; optimize staffing levels and align to current call volume and pattern. He is also responsible in assigning emails/SM to agents and ensure that it’s being handled within agreed threshold.

• Responsible for monitoring and adherence management to promulgate schedules in real time to maximize productivity

• Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.

• Responsible in assigning emails and social media to agents and ensure SLAs are met.

• Tasks involved real time monitoring and analyzing real time transaction volume and intraday performance

• Prepare intraday reports to assist operations to drive and manage agent daily productivity and performance

• Manage time off request and shift schedule swaps to improve staffing to align it to current arrival patterns to meet service level

• Responsible for communicating to operation/project manager regarding contact center daily performance

• Administers volume contingency action plans as deemed necessary and appropriate.

• Facilitates real-time discussions with necessary stakeholders.

• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position

?Manpower, Türkiye İş Kurumu’ndan 18.8.2016 tarihli ve 6 no’lu Özel İstihdam Bürosu izin belgesi ve 3.6.2017 tarihli Geçici İş İlişkisi Yetki Belgesi sahibidir.

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