Position Description
Job Code: PH-MNL-13/03/2012
Location: Anywhere
Category: BST
Total Positions: 1
Start Date: Immediate
Job Description: About Transcom
Transcom is a global employer in an industry that depends upon strong, resourceful, talented people. In return for commitment, hard work and talent we offer competitive salaries and benefits, high quality training and opportunities to forge a career in a progressive, client focused business.

We value independent thinking and individual effort, but even more, we value team work. Transcom people put our clients and our business first, take responsibility for their actions and are as concerned for their colleagues’ success as for their own.

Transcom is a results focused company. Your progress will be determined by your talent and your contribution to the success of your team and our business.

Position Summary
The Real-Time (Mission Control) Analyst is responsible for real time monitoring, tracking, documenting and communicating agent activity on multiple lines of business.

This role comprises of a number of key components:
Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures.
Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment. Recommend procedural and operational guideline changes to improve communications and operational efficiency.
Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.
Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as company’s financial goals (efficiencies) are met.
Making necessary adjustments in scheduling software to appropriately track the productivity of Call Center Agents.
Planning and scheduling off-phone events.
Maintaining confidentiality relative to organizational strategies, objectives, and practices.

Qualifications & Experience
Candidate must possess at least a Bachelor's/College Degree.

Key requirements and experience
Ability to understand, manage and report metrics like Service Level, Occupancy, Staffing etc.
Ability to work with calculations involving addition, subtraction, multiplication, division, fractions, percentages, and ratios. Expected to apply these to practical staffing situations.
Must demonstrate quick thinking, common sense, urgency, and problem solving skills.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be enterprising, assertive and proactive in solving staffing problems.
Good verbal and written communication skills. Ability to communicate in a clear and concise manner.
Ability to perform multiple tasks with attention to detail in a fast-placed and shifting priority environment.
Strong preference for candidates experienced in using Microsoft Excel.
Impeccable attendance record.

People Management: No
Salary: To be determined
Employment Type: Full Time
Experience: 1-2 Years Experience
Education: Bachelor's Degree
Travel: -NA-
Additional Notes: Vacancies for Manila, Bacolod and Iloilo.
CONTACT DETAILS: Interested in this position?
If so, please send your CV by email to the following address or just click 'Apply Online' link.
  Name      : Careers
Email      :
Phone     : +63 2 702 2400

Posted on: 13-3-2012

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