Workforce RTA
About Wonders Corporation Wonders Corporation is a technology-enabled service company headquartered in New York City. The company specializes in providing ordering taking, marketing, social media management, and data analytics for the restaurant industry.
JOB DESCRIPTION
Who you are:
The Workforce Real Time Analyst is responsible for real time management, tactical planning and schedule adjustments, intra-day management, and historical trend analysis to ensure the call center achieves service levels and key performance indicators on a daily and interval basis. Key responsibilities include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver a world-class customer experience while controlling expenses.
What you will bring:
● Change management – taking a concept, recommending a solution, and developing and implementing a plan
● Flexibility – adaptable and flexible to work environment, including but not limited to working the hours required to meet business needs, multi-tasking, and easily adapting to changes with minimal notice
● Excellent written, verbal, and interpersonal skills
● Strong organizational skills and follow-through
● Ability to learn and implement new systems, procedures, and business processes quickly
Requirements
Qualifications:
● Minimum of 1-2 years of experience as a WF RTA or any related field.
● Advanced proficiency in MS Excel, and have a solid background in all MS Office products
● Strong analytical and problem solving skills. Experience analyzing, interpreting, and summarizing complex data as it relates to call center technologies and processes
● Proven communication across all levels including front-line associates, management, peers, and senior management
● Bachelor’s degree preferred, or equivalent work experience
● Holds any Bachelor's/College Degree
● Willing to work on-site (Rockwell Business Center, Ortigas Avenue, Pasig City).
● Willing to be assigned on a graveyard shift (Tuesday to Saturday).
