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Real Time Analyst

Date: 17-Jun-2019

Location: Singapore, Singapore

Company: Singtel

Job Description

  • Support the Real Time Performance of  the Call Center and Incident Management.
  • Identify, Monitor and report the components used to track daily performance.
  • Manage in a timely fashion the daily exceptions in terms of rosters  to ensure efficient staffing.
  • Monitors  the over time (OT) solicitation with a minimum variance between required and actual
  • Prepares and maintains daily, weekly  and monthly reports on shrinkages , OT and Adherence
  • Adhere and implement the compliance to the processes for identification of schedule exceptions including minimum length, approval process, submission to WFM team, data entry responsibilities, and tracking.
  • Follow the protocols of communications strategies when amendments are required.
  • Put into action the strategies for both overstaffing and understaffing.
  • Managing and optimizing off-phone time.
  • Prepare the root cause analysis when service goals are missed.
  • In time of crisis management act as single point of contact for incident management – check call drivers , co-ordinate with different support teams and establish conference bridge and update stake holders and customers timely and effectively.
  • Send SMS notification on all planned and unplanned outages / ON Diversion
  • BPL Coverage during game times.
  • Require 24 * 7 Support  (365 days) – with rotating shift schedule.
  • Knowledge on WFM tools such as I360, CMS and IVR etc will be an added advantage.

 

The Ideal Candidate

  • 2 year work Experience in Call center function Effective leader who drives challenges with passion
  • Proficient with MS Excel, PowerPoint, MS Word etc, AVAYA CMS and Workforce Management tool, ITIL and Incident Management skills
  • Good team player with excellent people management and inter-personnel skills
  • Self-driven individual with a positive attitude.
  • Strong communication skills, ability to work with minimum supervision
  • Willing to work under pressure and able to communicate and manage both lateral and higher level.
  • Willing to work rotating shift including Sat/ Sun/ PH depending on operational needs.

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