I am a Real time analyst working in a BPO with a Canadian employer.
  • Excellent in English skills in both written and verbal communication.
  • Excellent in forecasting, scheduling, break management and load balancing.
  • Excellent in real time troubleshooting.
  • Hard working and willing to learn more knowledge necessary for the job.
  • Analyze and manage Call Volume in Real Time to ensure Service Levels are met on a daily, weekly and monthly basis
  • Analyze call volume patterns in Real Time to optimize work shifts, breaks and lunches
  • Collaborate with Supervisors and Managers to identify and track planned and unplanned absences, as well as attendance and behavioral issues
  • Identify call volume trends and averages on a monthly and quarterly/seasonal basis and make recommendations to the management.
  • Create daily/weekly/monthly reports and undertake intraday reporting & other MI operations
  • Good working knowledge of Microsoft Excel and other MS Office applications.
  • Working with numbers, data analysis and reporting
  • Identify and analyze data trends as they develop and communicate recommendations effectively to management in order to maintain KPI’s
  • Provide recommended intervention activities to address quality metric opportunities identified
  • Communicate with clients through status report per interval, daily, weekly and monthly basis.
Last Resume Update November 3, 2020
Address Cebu, Philippines
E-mail oh_jhorj@yahoo.com
Phone Number 09433956031

Contact Candidate