Real Time Analyst

Transcom is looking for talented individuals like you to join our awesome team! Be the next Real Time Analyst for our Transcom Pasigsite.

Join our Transcom Family as a Real Time Analyst!

As a Workforce Management Real Time Analyst, you will manage all call center traffic to ensure compliance with customer service level agreements. This will include serving as the call traffic and trending analyst for the assigned operations, providing real time and historical call center data to internal and external audiences, and working with call center supervisors and managers. In addition, you will analyze trends within assigned operations, not limited to call volumes, call patterns, staff productivity, performance trends, shrinkages and resource allocation. This position will use results of these analyses to adjust forecasted intraday call volume, AHT and staffing, and apply the necessary action plans and strategies to address anticipated gaps.

Real Time Q...