Workforce Real-Time Analyst

Job not on LinkedIn

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🧐 Analyst

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 Description

• Monitor real-time operations to ensure SLAs are achieved • Analyze real-time data to identify trends and patterns • Provide insights and recommendations to improve team member performance • Manage service levels, staffing levels, and call routing • Take necessary actions to address issues affecting service levels and escalate issues • Coordinate with Workforce Schedulers and Planners to adjust schedules and staffing levels based on real-time demand • Collaborate with other departments to resolve issues affecting operational performance • Provide operational insights to Service Delivery based on Time Doctor, Workgenda, and other WFM tools • Adhere to company policies and procedures • Continuously improve knowledge through training programs and continuous learning modules • Maintain a positive, empathetic, and professional attitude toward customers and colleagues • Meet or exceed performance targets for related KPIs • Perform other duties as assigned

🎯 Requirements

• 1 year of experience in workforce management or real-time monitoring • Strong communication skills, both verbal and written • Proficient in using Workforce Solutioning Tool (e.g. Verint, IEX, Playvox) • Well-versed in using Excel and Google Sheets spreadsheets, able to create and understand their reporting capabilities • Experience in a call center environment

🏖️ Benefits

• Competitive compensation • Adherence to government-mandated benefits • Retirement Savings Program with Company Matching • Life Insurance • HMO on day 1 • Paid time off • Birthday leave • Bonus and incentive plans • Opportunities for skills training and personal and professional development • Employee Referral Program • Company-provided equipment • Free lunch provided daily (for onsite employees) • Beautiful office space (for onsite employees)