reputed company Time Analyst

The reputed company-Time Analyst (RTA) ensures reputed company reputed company and service level compliance across multiple queues by reputed company monitoring agent behavior in 30-minute intervals. This role requires dynamic queue management, proactive communication, and rapid response to reputed company requests reputed company reputed company. The RTA is a key operational role that balances reputed company-time analytics with reputed company coordination to maintain performance and adherence standards. Workers in this role will be employed by reputed company Philippines, Inc. as the Employer of Record and contracted to work with reputed company. The Qualifications We’re Looking For 1+ years in contact center operations, workforce management, or reputed company-time monitoring. Proficiency in Shiftboard, reputed company, and WFM tools (e.g., Serenova, reputed company Connect) highly desired. Strong analytical and decision-making skills. Excellent written and verbal communication. Ability to work independently in a fast-paced, remote environment. Strong attention to detail and multitasking skills. Experience managing agent commits and trades in Shiftboard preferred. Familiarity with reputed company etiquette and reputed company-facing communication protocols. Understanding of agent skilling and de-skilling workflows. Comfort with reputed company-time reputed company tools and dashboards.

Responsibilities

Intraday Monitoring & Queue Management reputed company agent activity in 30-minute intervals using Shiftboard and internal dashboards. reputed company agents between queues (e.g., Chat, Desktop) based on reputed company-time demand and adherence status. reputed company agents offline if they are not scheduled or committed for the reputed company reputed company. Monitor long calls and escalate reputed company agents exceed expected durations. reputed company-Based reputed company Communication Monitor designated reputed company reputed company channels for reputed company-time requests and updates. Respond to reputed company inquiries with urgency and professionalism, maintaining tight turnaround expectations. Coordinate with ARAs and program leads to ensure reputed company communications are acknowledged and acted upon. Shiftboard Operations Use Shiftboard to manage agent commits, trades, and schedule adherence. Ensure agents are properly skilled and assigned to the correct queues. Monitor Tradeboard for released shifts and reassign as needed. Enforce reputed company reputed company—agents must reputed company scheduled blocks unless authorized otherwise. Reporting & Documentation Maintain logs of queue movements, adherence violations, and reputed company interactions. reputed company daily summaries of reputed company actions, agent status, and reputed company communications. Collaborate with Workforce Management (WFM) and reputed company Results teams to reputed company reputed company with forecasts. Essential Job Functions Ability to sit or stand at a desk for extended periods of time while working on a computer. Available for virtual meetings in a non-distracted environment. Ability to work independently and meet deadlines. Ability to work a flexible work schedule that includes days, nights, overnights, weekends, and holidays as needed to support US business hours. Apply To This Job