Global Support Workforce Management & Real-time Analyst - Manila, PHL
Who we are
In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches.
About the role:
The Workforce Management (WFM) Real-Time Analyst is responsible for monitoring, managing, and optimizing real-time performance across Customer Support operations. This role ensures service level attainment, efficient staffing utilization, and rapid response to intraday performance variances.
The ideal candidate is analytical, detail-oriented, and highly responsive, with a strong understanding of contact center operations and workforce planning principles.
What you’ll do
- Develop and maintain accurate workforce management forecasts and schedules based on historical data, anticipated call/chat/email volumes, and staffing requirements.
- Monitor real-time performance metrics such as call/chat/email volumes, service level, and agent adherence to schedule.
- Identify trends and patterns in customer support demand and make proactive recommendations to optimize staffing levels and resource allocation.
- Monitor and manage inbound queues, ensuring timely response to customer inquiries across multiple channels.
- Collaborate closely with team supervisors and managers to prioritize and schedule breaks, lunches, and meetings while ensuring adequate coverage.
- Coordinate and communicate channel switches based on real-time analysis, balancing workload and ensuring seamless customer support experience.
- Generate reports and provide analysis on key performance indicators (KPIs) and adherence to SLAs to identify areas for improvement and optimize team performance.
- Conduct regular meetings with team members to review performance metrics, address any concerns, and provide feedback on performance.
- Stay up to date with industry trends and best practices in workforce management and real-time analysis to continually improve processes and systems.
What we’re looking for
- Previous experience as a Workforce Management or Real-Time Analyst in a customer support or contact center environment.
- Strong analytical skills with the ability to interpret data and make informed decisions in real-time.
- Proficiency in using workforce management and reporting tools to analyze and manage contact center operations.
- Excellent communication skills with the ability to effectively collaborate and coordinate with team members and stakeholders at all levels.
- Strong organizational skills and the ability to multitask and prioritize in a fast-paced, dynamic environment.
- Knowledge of customer support metrics and KPIs, such as service level, average handle time, occupancy, and adherence.
- Ability to adapt to changing priorities and make quick decisions to optimize resource allocation.
- Strong problem-solving skills and the ability to identify process improvements and drive change.
Why join us
- Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
- Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery.
- Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.
What else you need to know
This role is based in our Manila office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week.
Ready to join us as we serve those who serve others?
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