WFM Real Time Analyst at Keywords Studios

Pasig, Metro Manila, Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

NoVisa

Business Process Outsourcing, Customer ServiceIndustries

Requirements

Must have advanced level Microsoft Excel and Google Sheets skills – Including advanced formulas
Advance experience with PowerPoint
Ability to create reports in Excel and Google sheets and forecast results
Attention to detail and high level of accuracy
Excellent Technical Expertise and Problem-Solving Skill
Strong verbal, written and visual communications skills
Ability to multi-task, focus and complete reports for extended periods of time
Ability to take initiative
Must have good time management with the ability to work with minimal supervision and under tight timelines
Capable of managing multiple, simultaneous projects
Organized with the ability to quickly and effectively adapt to change
Excellent attendance record
Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring)

Responsibilities

Managing and ensuring that the service levels for various programs are met at an intraday level
Provide directions and advice to stakeholders and manage real time adherence to optimize coverage and service levels
Closely observe the queue and proactively respond with action plans for the program’s activities by continuous communication with Operations team and Workforce Analyst
Work closely with the operations team to analyze and help improve their delivery processes
Manage the ticket volume, daily attendance, break schedules and all other shrinkages
Produce daily, weekly and monthly internal reports
Updating and processing of data for real-time performance analysis
Monitor and report performance figures (i.e. ticket volume, handling time, shrinkages, service level) to make critical recommendations to address account performance issues
Act as the central point of communication regarding account performance by actively communicating vital information to key decision-makers
Escalate relevant information on account performance to Management and ensure proper documentation on major incidents
Keep up with new policies and procedures addressing day-to-day issues of specific accounts

Skills

Key technologies and capabilities for this role

Microsoft ExcelGoogle Sheetsadvanced formulasPowerPointreportingforecastingdata analysisworkforce managementservice levelsreal-time adherenceproblem-solvingcommunication

Questions & Answers

Common questions about this position

Is this position remote or hybrid?

The position is hybrid, requiring all PH-based team members to report onsite per company directive, with no permanent WFH setup offered.

What benefits are offered for this role?

Benefits include non-taxable allowances, HMO and life insurance, annual wellness subsidy, and paid time offs including birthday leave and wellness leave.

What are the key skills required for the Real Time Analyst position?

Required skills include advanced Microsoft Excel and Google Sheets with advanced formulas, advanced PowerPoint experience, ability to create reports and forecast results, attention to detail, strong communication skills, and basic knowledge of workforce management processes.

What is the salary for this position?

This information is not specified in the job description.

What makes a strong candidate for this Real Time Analyst role?

Strong candidates demonstrate advanced Excel and Google Sheets skills, excellent problem-solving and communication abilities, the capacity to multitask under tight timelines with minimal supervision, and basic workforce management knowledge.

Keywords Studios

Comprehensive service provider for video games

About Keywords Studios

Keywords Studios provides a wide range of services for the video games industry, supporting the entire lifecycle of game development. Their offerings include game-ready art, marketing, game development, functional and localization testing, text and audio localization, casting, audio post-production, community management, player support, and content moderation. The company utilizes proprietary technology to enhance its end-to-end platform, allowing clients to effectively bring their game concepts to life. Unlike many competitors, Keywords Studios focuses on delivering customized solutions that cater to the specific needs and budgets of their clients. The goal of Keywords Studios is to assist game developers and publishers in creating engaging digital content that entertains, connects, and educates players.

London, United KingdomHeadquarters

1998Year Founded

$487.8MTotal Funding

IPOCompany Stage

Consumer Software, Entertainment, GamingIndustries

5,001-10,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Unlimited Paid Time Off

Paid Vacation

401(k) Company Match

401(k) Retirement Plan

Flexible Work Hours

Company Equity

Risks

Increased competition may impact Keywords Studios' market share in the gaming industry.

Integration of acquired companies could pose operational challenges and affect service quality.

Reliance on major clients like Microsoft may lead to revenue volatility.

Differentiation

Keywords Studios offers end-to-end services for the entire game development lifecycle.

The company has a global presence with over 13,000 professionals in 25+ countries.

Proprietary technology enhances Keywords Studios' platform for digital content creation.

Upsides

Acquisition of Certain Affinity expands Keywords Studios' AAA game development capabilities.

Integration with Microsoft's Community Sift boosts AI-enabled content moderation services.

Private equity interest indicates strong market confidence and strategic growth potential.

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