OVERVIEW

Job Title: ANALYST, REAL TIME

Work arrangement: On-site (Paco, Manila)

Work schedule: Night shift

Job Summary: Main Objectives and Duties:

1. Communicates any system downtimes to all stakeholders.

   • Escalates any system downtime and tool issues to the Qualfon and Account’s Management
   • Communicate effectively any information to Operations Team from Account’s Workforce Management during any downtime
   • Documents and sends the downtime summary report

2. Monitor and manage intraday staffing levels for Client’s.

   • Update the Operations with staffing every interval during the hours of operations
   • Managing staff levels in both Miami and Atlanta servers considering the Skill / Organizational requirements
   • Monitor the actual staffing versus the scheduled Initiates to offer overtime if needed to meet the weekly ...