job description
Are you a data-driven professional who thrives in fast-paced environments? Visaya Knowledge Process Outsourcing Corporation is seeking a Workforce Real-Time Analyst to join our dynamic team in Bali. In this critical role, you will monitor and optimize workforce performance in real-time, ensuring seamless operations and exceptional service delivery during the graveyard shift.
As a Real-Time Analyst, you will be the backbone of our operational efficiency, making data-backed decisions that directly impact customer satisfaction and business success. This is a unique opportunity to work in a collaborative, high-energy setting where your analytical skills and quick thinking will drive immediate results.
If you are passionate about workforce management, excel under pressure, and want to be part of a company that values innovation and excellence, we want to hear from you!
Responsibility
- Monitor real-time adherence to schedules and service levels, ensuring optimal staffing and performance.
- Analyze call volume trends, agent productivity, and operational metrics to make data-driven adjustments.
- Collaborate with workforce management and operations teams to address staffing gaps and optimize resource allocation.
- Generate real-time reports and insights to support decision-making and improve operational efficiency.
- Identify and escalate potential service disruptions or performance issues to relevant stakeholders.
- Provide real-time coaching and support to team leaders and agents to enhance performance.
- Maintain accurate records of real-time activities, incidents, and resolutions for future analysis.
- Participate in continuous improvement initiatives to refine workforce management processes.
Qualifications
- Bachelor's degree in Business Administration, Statistics, or a related field.
- Proven experience in workforce management, real-time analysis, or a similar role in a call center or BPO environment.
- Strong analytical skills with the ability to interpret complex data and make quick, informed decisions.
- Proficiency in workforce management software and tools (e.g., Aspect, Verint, or similar).
- Excellent communication and interpersonal skills to collaborate with cross-functional teams.
- Ability to work independently and manage multiple tasks in a high-pressure environment.
- Flexibility to work graveyard shifts and adapt to changing operational needs.
- Strong problem-solving skills and a proactive approach to addressing challenges.