Real-Time Analyst
Support Services Group, Philippines

Responsibilities and scope of work

• Monitor agent status in real-time.
• Monitors inbound operations to ensure optimal staffing levels.
• Evaluate adherence and take immediate action to improve performance.
• Facilitates real-time discussions with necessary stakeholders.
• Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports
• administers volume contingency action plans as deemed necessary and appropriate.
• assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
• Assist with creation if metrics and targets for services
• Work closely with the operations team to analyze and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Use trends and reports to forecast requirements
• Assist with projects and other duties as requested or assigned

Requirements

Qualifications

• At least college degree, any field
• Previous call center experience required
• Attention to detail and high level of accuracy
• Knowledge and experience in Automatic Call Distribution (ACD), forecasting and scheduling is advance

• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
• With working experience creating MS excel reports and templates
• Strong organizational skills and with good analytical skills
• Able to communicate professionally - oral and written
• Organized with the ability to quickly and effectively adapt to change
• Excellent attendance record

Job Rewards and Benefits