Real Time Data Analyst

2 weeks ago

Pasig, National Capital Region, Philippines beBeeData Full time ₱4,000,000 - ₱8,000,000
Real Time Data Analyst

We are seeking a highly skilled individual to join our team as a Real Time Data Analyst. The successful candidate will be responsible for monitoring and analyzing real-time statistics, staffing adherence, list penetration, and client key performance indicators.

Key Responsibilities:
  • Manage multiple call queues in real time, ensuring optimal coverage and efficiency.
  • Monitor staffing levels at each site to ensure planned coverage is met on the interval level.
  • Analyze numerous real-time metrics such as Service Level, Average Speed of Answer, Schedule Adherence, Occupancy, Average Handle Time, and After Call Work against a matrix of defined thresholds.
  • Provide outage and crisis management by facilitating communications between IT teams and site management.
  • Manage Interval, daily, weekly and monthly plan objectives, aligning them with business goals and strategies.
  • Develop and Implement Key Performance Indicator (KPI) reporting to Client and Results management teams, providing actionable insights and recommendations.
  • Work closely with Global Resource planners (forecasting and scheduling) to ensure optimal staffing coverage on daily and weekly basis.
  • Provide real-time skilling adjustments to optimize agent performance and productivity.
  • Serve as the main contact point between Results and Client Partners, fostering strong relationships and communication.
Requirements:
  • An analytical mind set, with a focus on data-driven decision making.
  • Excellent attendance and punctuality, with a strong commitment to meeting deadlines.
  • Strong written and verbal communications skills, with the ability to effectively convey complex information.
  • Strong attention to detail, with a focus on accuracy and precision.
  • A team player mindset, with the ability to collaborate and work effectively in a dynamic environment.
  • Exceptional problem solving skills, with the ability to think critically and outside the box.
  • Proficiency in Microsoft Office applications such as Excel, Outlook, Word and Powerpoint, with advanced skills in data analysis and visualization.
About Our Company

We are a premier customer experience partner to Fortune 100 and 500 companies, providing actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform.

Our core expertise extends to delivering digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs.

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