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4 weeks ago
Job Title: BPO Operations Realtime Analyst - Cebu City (100% Onsite)
Job Type: Full-Time
Location: Cebu City (100% Onsite)
Responsibilities- Continuously monitor call and chat volumes, agent availability, and KPI adherence using IEX, Verint, Genesys, or other real-time monitoring tools.
- Proactively manage agent schedules, including adjustments for breaks, time-off requests, and workforce redistribution to meet fluctuating call demands.
- Intervene in operational issues, such as escalated call situations and system disruptions, to maintain seamless service delivery.
- Generate and analyze daily, weekly, and monthly reports to identify performance trends and recommend operational improvements.
- Collaborate closely with operations and support teams to resolve challenges and uphold service level agreements (SLAs).
- Maintain accurate records of schedule changes and adherence metrics to ensure transparency and accountability.
- Foster excellent communication within the team and across departments to drive efficiency and enhance customer satisfaction.
- Minimum 2 years' experience as a Realtime Analyst in a BPO environment.
- Proficiency in real-time adherence/scheduler tools such as IEX, Verint, or Genesys.
- Strong command of Microsoft Excel for reporting and data analysis.
- Exceptional written and verbal communication skills.
- Demonstrated ability to thrive in a fast-paced, shifting schedule environment (voice support, retail account).
- Completed at least 2 years in college without back subjects.
- College TOR or Diploma must also be available onhand.
- Amenable to be on a shifting schedule
- Can start on or before August 15, 2025
Bring your expertise and proactive mindset to our team and help shape the future of contact center operations in Cebu City
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