Real-Time Performance Leader

3 days ago

Tarlac City, Central Luzon, Philippines beBeeAnalyst Full time ₱800,000 - ₱1,200,000
Lead Real-Time Analyst

Job Overview:

The Lead Real-Time Analyst is responsible for monitoring queues in real-time to identify and call out any risks to meeting contractual KPIs. This role requires a proactive individual who can take the lead in making improvements and resolving issues.

Key Responsibilities:

  • Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level.
  • Extend support by making real-time call-outs on performance and staffing level to floor supervisors for appropriate action on non-adhering Consultants.
  • Coordinate offline activities and prepare EOD performance analysis reports.

Qualifications:

The ideal candidate will have at least one year of work experience in a Call Center and basic knowledge of MS-Excel. They should also have a basic understanding of call center KPIs: AHT, Service Level - Good verbal and written communication skills. Knowledge of Call Center applications such as CMS Avaya Supervisor/ eWFM /IEX is good to have but not required.

Requirements:

  • High School Diploma/GED (±11 years)
  • Flexibility to work in a 24/7 environment, including GY shifts, weekends, holidays, and overtime as necessary.
  • Demonstrated leadership skills; ability to take the lead in making improvements and resolving issues.
  • Ability to be proactive in developing trust and professional rapport with employees and team members; work as a team player and a team leader.
  • Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.

Work Environment:

Our company offers a dynamic and fast-paced work environment where you will have the opportunity to grow and develop your skills. We are committed to providing our employees with the tools and resources they need to succeed.

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