Real Time Analyst

Overview

Looking for full-time work (8 hours/day)

at $4.81/hour ($909.09/month)

COLLEGE

Last Active

July 5th, 2021 (1808 days ago)

Member Since

June 3rd, 2010

Profile Description

I am in my 7th year of joining the BPO industry. I was a CSR for the first 6 years in the industry, assigned to Email, Chat and Phone Channels. I have been with the WFM team for the past 1 year and 6 months.

Currently I am a WFM Coordinator. As a coordinator, my tasks include schedule preparation, workforce monitoring, periodic operations performance reporting, periodic agents productivity reporting, formulation and updating of work force attendance and performance guidelines, enforcement to schedule adherence and other related tasks.

In doing the tasks, we manually processed the historical data we downloaded from our business tools most of the time. We are using MS Excel and Google Sheets in the processing and analysis of the gathered data. I was able to develop the monitoring sheets which are being used in the periodic reporting.
I was also part of the ALTS (Aspiring Leaders Training Sessions) a leadership program in my current company, for future leaders and management team members.

I am a college undergrad in the BS Electrical Engineering discipline. My other work experiences outside of the BPO industry include QA for computer repairs, CCTV installations, facility administrator, security officer, pollution control officer, public transportation operator and personnel manager. Most of these jobs were on the management level. Through all these experiences, I was able to develop my skills in projecting the work requirements, generate, implement and evaluate work plans. They also develop me into an effective leader.

I believe that I can be a good asset and a contributor to the quality and positive progress to the company.

Skills

Working Knowledge on
• Word Processors
• Spreadsheets
• Presentations
• Drafting tools
• Internet Browsers
• Programming
Have worked with
• Zendesk Explore
• Zendesk Chat Analytics
• InContact IVR
• Talkdesk
• Tymeshift

Accomplished projects

Lead Generation / WFM RTA
• Develop a workbook for staffing using Erlang C
• Develop a workbook for weekly schedules and daily intraday schedules
• Business Analysis for achieving Service Level Agreement
• Business Analysis for aging tickets/cases
• Business Analysis for agent performance
• Develop a workbook for hourly performance reporting showing Forecast, Offer, Handled, AHT, Re-forecast, Occupancy, Utilization, Delivery
• Development program for WFM Coordinators

Lead Generation / Security Officer
• Created a database for personnel, equipment and client
• Created a automated program to issue Duty Detail Orders
• Organized and develop a periodic reporting program for department and detachment reporting
• Compiled and composed Company Manual for Security Agency

Lead Generation / Facility Manager
• Develop and implement program for community cleanliness and beautification maintenance
• Develop and implement program for equipment maintenance

Other Skills
• Electrical Systems Designs
• Computer Systems Designs
• Technical / Engineering Designs

Hobbies
• Sketching
• Reading books
• Watching Movies
• Gardening
• Sports and Gaming