BPO Operations Realtime Analyst

4 days ago

Cebu City, Central Visayas, Philippines micro1 Full time

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.
Qualifications
  • 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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