Job title: Real Time Analyst
Account: UK Financial Collections
Work set up: 100% Onsite at Eton Centris, Quezon City
Work shift: Shifting schedules, UK time
Salary: Up to 40,800 package depending on experience
Start date: TBD
Headcount: 1

Qualifications:
• Bachelor's Degree
• 1-2 years' work experience in workforce management in a contact center environment
• 2-4 years overall experience
• Good analytical skills
• Excellent in MS Excel & number crunching
• Experience with Workforce Management software (scheduling, performance tracking, reporting)
• Not a job hopper
•

Key Responsibilities:
• Monitoring call center queues and agent adherence to schedules in real-time.
• Managing intraday staffing and performance to meet Service Level Agreements (SLAs).
• Identifying trends, analyzing call logs, and taking proactive measures to improve efficiency.
• Handling escalations and collaborating with team leaders to resolve issues.

Recruitment Process:
Initial Interview: HRI (Human Resource Interview) c/o Angela
SVAR
L2 Interview: MS Teams
L3 Interview: MS Teams

Pre-screening Notes:
• How many years of relevant experience you have in workforce management in a contact center environment?
• How many years of overall experience do you have?
• Do you have experience with Workforce Management software (scheduling, performance tracking, reporting)?
•. Rate your Communication Skills and feedback/coaching skills, from 1-10, 10 is the highest.
• Are you excellent in MS Excel & Number Crunching?
• How much is your last drawn salary?
• How much is your salary expectation?
• Are you amenable to work onsite in QC with a Shifting schedules?
• When are you available to start once hired?