Real Time Analyst
Grab
- Makati, Philippines12th Floor Grab Office Wilcon, IT Hub 2251 Chino Roces Ave, Makati, 2251 Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 6 years ago
2017-11-30T16:00:00+00:00Job closed.
Job Description
- Work directly with the vendors and CE team to take into account all possible variables that may affect staffing and productivity.
- Monitor and analyze real-time contact volume arrival patterns, intraday activities, and make adjustments, as needed, to ensure optimal productivity and efficiency.
- Ensure achievement of service level, schedule adherence, and other financially impacting goals
- Track and report real-time issues and outages
- Prepare and disseminate timely and accurate reports to CE management and other vertical leads as needed.
- Proactively monitor agent behaviors, efficiency, productivity and report deficiencies to CE team in real-time.
Minimum Qualifications
- University graduate
- At least two years of contact center experience, real-time analysis, and reporting
- One-year experience with Avaya or other ACD phone system required
- Experience with eWFM, IEX, Blue Pumpkin, XCALLY, Zendesk is a plus
- Strong analytical skills and ability to apply it real-time
- Proficiency in Microsoft Office Applications
- Excellent problem solving and decision-making skills
- Keen observation skills
- Firm and strong personality
- Ability to operate effectively in a team environment
- Excellent oral and written communication skills and interpersonal skills
- Dependability regarding completion of tasks and reliability in attendance, coverage, endorsements and communications
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- General Services
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- 12th Floor Grab Office Wilcon, IT Hub 2251 Chino Roces Ave, Makati, 2251 Metro Manila, Philippines
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About Grab
Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia.
Grab began as a taxi-hailing app in 2012, but has extended its product platform to include private car services (GrabCar), motorcycle taxis (GrabBike), social carpooling (GrabHitch) and last mile delivery (GrabExpress). Grab is focused on pioneering new commuting alternatives and for drivers and passengers with an emphasis on speed, safety and reliability. The Company currently offers services in Singapore, Indonesia, Philippines, Malaysia, Thailand and Vietnam.