Aegis People Support, Inc.Real Time Analyst
Oct. 2007 - Mar. 2009IT Park, Cebu City• Perform real-time monitoring and schedule adherence tracking • Act as cross-functional single point of contact for Workforce Management with Information Technology and Telecommunication regarding system related issues that impact production. • Responsible for clearly monitoring real call volumes & staffing to be able to identify whether the actual data corresponds with the data in the forecasted call volumes and staffing by the Forecasting and Scheduling Team.
• Execute system modifications (e.g., schedule updates and queue moves) and/or issue procedural notifications based on trigger events e.g., AHT, volume, attendance, etc.
• Coordinate trouble tickets and escalate issues as required.
• Work with the Operations to ensure accurate and timely schedules are available to the agents
• Manage intraday client, program, or line of business performance to meet the account's requirements.
• Be sensitive to agent’s requests while balancing operational performance and the needs of the business. • Initiate and execute plans for unusual volume or agent availability situations including the movement of agents in CMS (queue/line management). • Input intraday scheduling exceptions as required (e.g. training, breaks, lunches, meetings, etc.)
• Point of contact for system administration for the agents and for opening/following up on trouble tickets to ensure all tickets are resolved. • Provide floor management direction through face-to-face communications, phone, and messaging applications and command center.
• Track, update as needed, and report operational results e.g., schedule variance, timekeeping /phone (CMS) variance, overtime, occupancy, agent productivity, etc.