Real-Time Analyst (RTA)
Support Services Group, Philippines

• Job description ·RTA is responsible for managing and ensuring that the service level agreements for various programs are met. Main Responsibilities: Manage the call volume, daily attendance and program break schedules to ensure the correct number of agents at the right time. Assist with creation if metrics and targets for services.

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

• 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