Senior Data Insights Manager

2 weeks ago

Angeles City, Central Luzon, Philippines beBeeAnalysis Full time ₱27,500 - ₱32,500
Real Time Analysis Lead

About the Role:

We are seeking a skilled and driven Real Time Analysis Lead to join our team. The ideal candidate will have strong analytical skills, excellent communication abilities, and a proven track record of improving business processes.

Key Responsibilities:

  • Monitor queues in real-time to identify and address any risks to meeting contractual KPIs such as Service Level Abandonment %, Line Adherence, Handling Capacity, and SIR.
  • Oversee service level performance at interval levels against planned AHT, Aux, Shrinkage, and correlate with non-adherence at Consultant level.
  • Provide expert support by making real-time call-outs on performance and staffing levels to floor supervisors for appropriate action on non-adhering Consultants.
  • Coordinate offline activities and prepare end-of-day performance analysis reports.
  • Strengthen relationships by following up and ensuring callouts on non-adherence are corrected to improve productivity.

Requirements:

  • At least one year of work experience in a Call Center environment.
  • Basic knowledge of MS-Excel and ability to efficiently manage time and prioritize multiple tasks.
  • Strong understanding of call center KPIs including AHT, Service Level, and Good verbal and written communication skills.
  • Demonstrated leadership skills and ability to take initiative in making improvements and resolving issues.
  • Ability to develop trust and professional rapport with employees and team members, work as a team player, and lead effectively.

Benefits:

This role offers a unique opportunity to grow professionally and make a significant impact on our team's success. As a Real Time Analysis Lead, you will be responsible for driving process improvements, collaborating with cross-functional teams, and developing your expertise in data analysis and customer engagement strategies.

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