Real Time Analyst

4 weeks ago

Pasig, Philippines The Results Companies Full time

Real Time Analyst

The Real Time Analyst is responsible for monitoring statistics, staffing adherence, list penetration, and client key performance indicators. The analyst must take actions to ensure the enterprise achieves its client and internal bill-to-pay goals.

In this role, you will:

  • Manage multiple call queues in real time.
  • Monitor staffing levels at each site to ensure planned coverage is met on an interval basis.
  • Manage real-time metrics such as Service Level, Average Speed of Answer, Schedule Adherence, Occupancy, Average Handle Time, and After Call Work against defined thresholds.
  • Provide outage and crisis management, facilitating communication between IT teams and site management.
  • Manage interval, daily, weekly, and monthly plan objectives.
  • Report Key Performance Indicators (KPIs) to clients and management teams.
  • Develop and implement KPI action plans to drive performance goals.
  • Collaborate with global resource planners to ensure optimal staffing coverage daily and weekly.
  • Provide real-time skilling adjustments.
  • Serve as the main contact point between ResultsCX and client partners.
  • Assist local resource planners in managing intraday staffing requirements.

We are looking for someone who has:

  • An analytical mindset.
  • Excellent attendance.
  • Strong written and verbal communication skills.
  • Strong attention to detail.
  • A team player attitude.
  • Exceptional problem-solving skills.
  • Proficiency in Microsoft Office applications such as Excel, Outlook, Word, PowerPoint, and OneNote is a plus.

About ResultsCX:

ResultsCX is a leading customer experience partner serving Fortune 100 and 500 companies. We design and deliver digitally influenced customer journeys that enhance satisfaction and loyalty, while improving efficiency and reducing costs. With over 30 years of experience, we operate in more than 20 geographic hubs with approximately 20,000 employees worldwide. Our expertise includes analytics, contact center as a service (CCaaS), and our AI-powered digital experience platform, SupportPredict. We pride ourselves on a high-performing, engaging culture that delivers innovative customer experiences.

ResultsCX is an equal opportunity employer and considers all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or other protected characteristics.

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