ERC Workforce Real Time Analyst

Job ID: 1264938 | AOSP - Manila


At ERC Client Services, we’re looking to hire an RTA (Real-Time Analyst) to be part of the ERC CS Workforce Management team. The RTA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume. The position will have high visibility to all the operations teams from APAC, MENA, Costa Rica, US and India.

Position Responsibilities:
· Intraday real time monitoring of service levels for all Client Services skills at all sites.
· Real time monitoring of agents performance from all Client Services teams at all sites.
· Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
· Communicate and callout changes to incoming contact patterns to operations and the WFM team
· Have a real time communication with the WFM team and operations when callouts or changes need to be done
· Support changes within routing of the skills or profiles
· Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy and NPT usage
· Build and maintain strong relationships with key stakeholders from all countries supporting Client Services to ensure shared objectives are met
· Review TTs assigned to the WFM team that require real-time assistance to different stakeholders
· Review and process VTO/NPT/OT requests in real-time
· Provide assistance to the WFM team as needed

· Fluent English
· Strong numerical and analytical skills
· Demonstrated ability in making real-time effective decisions in uncertain and ambiguous circumstances
· Demonstrated ability to communicate effectively in a multi-cultural environment
· Demonstrated ability to work under pressure
· Demonstrated effective time management skills
· Ability to effectively interact with employees at all levels of the organization
· Ability to maintain confidentiality
· Demonstrates effective communication and public speaking skills
· Able to give and receive feedback effectively
· Positive and enthusiastic work ethic
· Demonstrates resilience, drive and ownership for own personal development
· Strong attention to detail
· Ability to multitask


· Minimum 3+ months of experience within ERC

· Bachelor’s degree or equivalent

· Solid proven experience in a live queue contacts environment

· Solid proven experience using contact center technology

· High proficiency in Microsoft Excel

· Experience in Contact Center Operations

· Exceptional analytical skills

· Exceptional analytical skills


· Knowledge of Six Sigma/Lean Processes

· Workforce management experience

· Experience using contact center workforce management tools

· High proficiency in SQL