Real Time Analyst

6 days ago

LapuLapu, Philippines The Results Companies Full time

Overview

The Real Time Analyst is responsible for monitoring statistics, staffing adherence, list penetration and client key performance indicators. The Real Time Analyst must take actions to ensure the enterprise achieves its clients and internal bill to pay goals. We expect greater of ourselves... What’s Your Greater? Come find it at ResultsCX

Responsibilities
  • Manage multiple call queues in real time.
  • Watch staffing levels at each site to ensure planned coverage is met on the interval level.
  • Manage numerous real-time metrics such as: Service Level, Average Speed of Answer, Schedule
  • Adherence, Occupancy, Average Handle Time, and After Call Work against a matrix of defined thresholds.
  • Provide outage and crisis management (Facilitating communications between IT teams and site management.)
  • Manage Interval, daily, weekly and monthly plan objectives
  • Provide Key Performance Indicator – (KPI) reporting to Client and Results management teams
  • Develop and Implement KPI Action Plans to drive performance goals.
  • Work closely with the Global Resource planners (forecasting and scheduling) to ensure optimal staffing coverage on daily and weekly basis.
  • Provide real-time skilling adjustments.
  • Serve as the main contact point between Results and our Client Partners.
  • Provide real-time leadership to Local Resource Planners (LRPs) assisting the enterprise in managing the intraday staffing requirements.
Qualifications
  • An analytical mind set.
  • Excellent attendance.
  • Strong written and verbal communications skills
  • Strong attention to detail
  • A team player mindset
  • Exceptional problem solving skills
  • Proficiency in Microsoft Office applications such as Excel, Outlook, Word and Powerpoint & One Note knowledge is a plus.
About ResultsCX

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

#J-18808-Ljbffr

  • Real Time Analyst

    6 days ago

    Lapu-Lapu, Philippines ResultsCX Full time

    ResultsCX Lapu-Lapu, Central Visayas, Philippines 5 days ago Be among the first 25 applicants The Real Time Analyst is responsible for monitoring statistics, staffing adherence, list penetration and client key performance indicators. The Real Time Analyst must take actions to ensure the enterprise achieves its clients and internal bill to pay goals. We...

  • Real Time Analyst

    2 weeks ago

    Lapu-Lapu City, Central Visayas, Philippines The Results Companies Full time

    OverviewThe Real Time Analyst is responsible for monitoring statistics, staffing adherence, list penetration and client key performance indicators. The Real Time Analyst must take actions to ensure the enterprise achieves its clients and internal bill to pay goals. We expect greater of ourselves... What's Your Greater? Come find it at...

  • URGENT HIRING WFM Real time Analyst

    7 days ago

    Lapu-Lapu City, Central Visayas, Philippines ResultsCX Full time ₱900,000 - ₱1,200,000 per year

    The Real Time Analyst is responsible for monitoring statistics, staffing adherence, list penetration and client key performance indicators. The Real Time Analyst must take actions to ensure the enterprise achieves its clients and internal bill to pay goals.We are looking for someone who has:At least 1 year WFM Real Time Analyst work experience in the BPO...

  • Real-Time Operations Expert

    2 weeks ago

    Lapu-Lapu City, Central Visayas, Philippines beBeeSpecialist Full time ₱1,799 - ₱2,464

    Real Time Operations SpecialistWe are seeking a detail-oriented and analytical individual to join our team as a Real Time Operations Specialist.This is an exciting opportunity for a highly skilled professional to take on a key role in monitoring and analyzing real-time metrics, including Service Level, Average Speed of Answer, Schedule Adherence, Occupancy,...

  • Segmentation Analyst

    7 days ago

    Lapu-Lapu, Philippines Dynata Full time

    Dynata Lapu-Lapu, Central Visayas, Philippines Dynata Lapu-Lapu, Central Visayas, Philippines 1 day ago Be among the first 25 applicants Direct message the job poster from Dynata Talent Acquisition Associate, Dynata Cebu | Recruitment Job Summary: We are seeking a detail-oriented and analytical Segmentation Analyst to support our internal teams through...

  • Supply Chain Analyst

    7 days ago

    Lapu-Lapu, Philippines Ultra Clean Technology Full time

    Join to apply for the Supply Chain Analyst role at Ultra Clean Technology 1 week ago Be among the first 25 applicants Join to apply for the Supply Chain Analyst role at Ultra Clean Technology Job Summary:We are seeking a highly analytical and results-driven Supply Chain Analyst to lead the execution of data-informed strategies for product cost...

  • Sr AO Change Analyst

    4 hours ago

    Lapu-Lapu, Philippines Ultra Clean Technology Full time

    Overview Join to apply for the Sr AO Change Analyst role at Ultra Clean Technology . Get AI-powered advice on this job and more exclusive features. Join UCT and be part of the fastest-growing sector in the world! We indirectly touch every semiconductor chip that goes into every smartphone, smart car and device that uses artificial intelligence. This is a...

  • FP&A Analyst(GAA,Philippines: Cebu)

    7 days ago

    Lapu-Lapu, Philippines Teradyne Full time

    Join or sign in to find your next job Join to apply for the FP&A Analyst(GAA,Philippines: Cebu) role at Teradyne 1 day ago Be among the first 25 applicants Join to apply for the FP&A Analyst(GAA,Philippines: Cebu) role at Teradyne Get AI-powered advice on this job and more exclusive features. Our PurposeTERADYNE, where experience meets innovation and...

  • NOC Analyst

    7 days ago

    Lapu-Lapu, Philippines Dynata Full time

    Dynata Lapu-Lapu, Central Visayas, Philippines NOC Analyst Dynata Lapu-Lapu, Central Visayas, Philippines 3 days ago Be among the first 25 applicants Direct message the job poster from Dynata Talent Acquisition Associate, Dynata Cebu | Recruitment POSITION SUMMARY NOC Analyst will provide day-to-day network, application, infrastructure monitoring as well as...

  • Sr Data Analyst

    7 days ago

    Lapu-Lapu, Philippines Ultra Clean Technology Full time

    Overview Sr Data Analyst role at Ultra Clean Technology — we are seeking a detail-oriented and technically skilled professional to build and maintain Power BI dashboards and data tools that drive visibility and performance across our global supply chain operations. This role focuses on transforming raw data into meaningful, action-oriented...