Real Time Analyst

COMPANY PROFILE: A trusted company the provides IT consulting on application designsPosition: Real Time AnalystCompany Industry: IT ConsultingWork Location: AntipoloWork Schedule: Night ShiftSalary: Php 30,000 (Package)Work Set Up: OnsiteBENEFITS:•Government Mandated Benefits•Insurance•13th month pay•Company Events•VL and SLJOB REQUIREMENTS:•Bachelor's degree preferred in business, statistics, or a related field•Good understanding of database management languages for custom reporting and data extraction.•In depth knowledge with data visualization tools like Tableau or Power BI to enhance reporting.•At least 1-2 years of experience in real-time analysis, workforce management, or a related role within a BPO setting.•Knowledge on real-time data, make quick decisions, and adjust schedules accordingly to optimize service levels.JOB RESPONSIBILITIES:•To guarantee effective operation and high productivity, track, monitor, and evaluate real-time performance measures such as adherence, occupancy, and shrinkage. •To maintain service levels, keep an eye on agent performance and break schedules and make any adjustments.•To balance workloads and maximize service levels, perform intraday analysis and take appropriate action. •Quickly modify plans and priorities in response to unforeseen shifts in manpower or call traffic. •Work together with managers, team leaders, and other departments to share workforce analytics updates and make real-time adjustments. •Reassign resources or change priorities to help resolve any intraday staffing problems. •Create and distribute end-of-day and real-time reports on key performance indicators (KPIs), such average handling time, service level, and call abandonment rates.RECRUITMENT PROCESS: (ONLINE)~Hr Interview~ Technical Assessment~ Hiring Manager Interview~Job offer