Real Time Analyst | Dumaguete

4 weeks ago

Dumaguete, Philippines Peak Outsourcing, Inc. Full time

Job Summary: Peak Outsourcing Inc. is seeking a proactive, detail-oriented, and highly analytical Real-Time Analyst (RTA) to join our dynamic team in Dumaguete . As a crucial member of our operations team, you will play a key role in optimizing workforce resources within a contact center environment to ensure efficient operations and the achievement of service level agreements (SLAs). This role requires the ability to make quick, data-driven decisions in a fast-paced setting, contributing to contact center efficiency and productivity. Key Responsibilities: Conduct real-time monitoring of contact center operations across all channels (phone, chat, email) using WFM tools, tracking KPIs and managing alerts to ensure optimal performance. Analyze KPIs, identify trends, and provide data-driven insights to improve operational performance and forecasting models. Ensure agent adherence to schedules and breaks using WFM tools, track adherence in real-time, and manage shrinkage segments. Identify and collaborate with relevant teams to mitigate risks to service levels. Prepare and distribute accurate reports on real-time performance metrics for stakeholders, including various report types. Maintain effective communication with agents, team leaders, and management regarding performance and operational issues, and serve as a key information source. Manage agent allocation, schedules, queues, and performance; maintain records; participate in process improvement; and prepare staffing outlook reports and reforecasts. Qualifications: Analytical Skills: Analyze data, evaluate situations, and make sound judgments. Problem-Solving: Resolve workforce issues to minimize service level impact. MS Office: Advanced MS Excel, proficient PowerPoint, Word, and Outlook. PowerBI: Create/interpret dashboards, monitor KPIs, and generate reports. WFM Tools: Knowledge of WFM tools, principles, scheduling, and forecasting. Time Management: Manage tasks, prioritize, meet deadlines, and organize. Communication: Communicate clearly and concisely (verbal/written). Flexibility: Adapt to changing workforce and operational needs. Teamwork: Collaborate and build relationships. Attention to Detail: Ensure accuracy in data and reporting. Composure: Remain calm and efficient under pressure. Call Center: Understand call center operations, KPIs, and SLAs. Other: Call center/BPO experience preferred; flexible availability. #J-18808-Ljbffr

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