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GRP Analyst

Managerial / Supervisory

Sykes Asia Inc

With business certificates
Cebu City, Cebu
Posted on : June 13, 2019
Job ID : 311022


SYKES is an organization that is grounded on providing exceptional support.
In 1997, SYKES opened its doors in the Philippines, becoming the first multinational call center to operate in the country. We believed in the talents of the Filipino people, which paved a way into launching one of the biggest industries in the country today.
A true trailblazer in nature, we are also the first call center to venture out of Manila, opening the first call center in Cebu. Today, SYKES has employed over 15,000 employees and is continuously growing in the Philippines.
SYKES provides support to top global brands and industry leaders, including companies under the Fortune 500 roster. We are proud to support global front-runners in the fields of communication and technology, financial services, healthcare, transportation, and leisure industries.
At SYKES, our employees are our priority. We make sure that we help our employees reach their full potential. From facilities to internal programs, we always put our people first.
GRP Analyst

The GRP Analyst will coordinate and guide all adherence team resources to ensure focus on real-time service issues, day-to-day schedule adjustments, RTA activity, adherence and schedule compliance and provide key reporting details.

Role / Responsibilities:
  • Analyzes call arrival vs staffing trends tro provide effective intra-day solutions and support suggestions.
  • He/she will focus strongly on volume, service level and staffing data to provide analysis-driven solutions.
  • Serves as initial point of contact for all issues regarding schedule / staffing.
  • Act as an escalation point of contact for Client Services and Support Services to direct their real-time resource concerns.
  • Ensures accurate and effective case logging by all team members.
  • Sets individual and team goals and provides effective feedback sessions regularly to all team members.
  • Determines technology needs to support Workforce Optimization Center
  • Analyzes service level models created through eWFM software to provide solutions that drive intra-day results.
  • Creates trend analysis modeling for real-time shrinkage patterns.
  • Performs training on all Workforce Tools Suite.
  • Provides support on real-time initiatives across global workforce footprint.
  • Strive for report automation.
  • University degree or equivalent
  • Minimum experience of 3yrs supervisorial experience in a call center environment.
  • Experience in call center reports creation.
  • Strong knowledge in MS Excel and data analysis.
  • Strong background in workforce tools ex. eWFM, IEX
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