Sitel – Tarlac City, Tarlac – Real Time Analyst ABOUT US As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit to learn more. SUMMARY OF RESPONSIBILITIES Manage daily/intraday staffing levels according to the business needs Re-run and reforecast Intraday staffing requirements based on actual shrinkages Assist in managing intraday processes in support of operations to achieve the business objectives of achieving the target grade of service/service level objectives while maximizing efficiency and productivity Prepare VTO/OT guidance and real-time performance trending to ensure that the business is able to maximize its financial capability and achieve business targets Run real-time Reports helpful in managing intraday service metrics BASIC QUALIFICATIONS Self-motivated and must excel in a highly pressured environment Experience in converting data into useful information preferably through excel templates and analysis Able to interact and coordinate with Operations strategies to achieve Service metrics Able to handle Client interactions and communication WORK EXPERIENCE Candidate must have at least one (1) year call center experience External candidate must possess at least one (1) year of workforce management experience EDUCATION Preferably a degree in Mathematics KNOWLEDGE / SKILLS / ABILITIES Strong computer, communication, and analytical skills Experience with Microsoft Excel and Call Center tools such as/but not limited to Blue Pumpkin, IEK, EWFM, CMS, Aspect and Cisco, preferred Strong interpersonal skills… – Permanent – Full-time

Send Application

Upload Resume / CV (Select or Drop File)

Signup to newsletter and receive daily job updates, services, etc.