Innovative Performance Analyst

1 month ago


Quezon City, National Capital Region, Philippines ADDFORCE HUMAN RESOURCES SOLUTIONS Full time
Job Description:

As a key member of ADDFORCE HUMAN RESOURCES SOLUTIONS, the Real Time Analyst will be responsible for the effective monitoring and analysis of call center activity. This role requires a strong understanding of key call center metrics, including Occupancy, utilization, service levels, TAT, and ASA. The ideal candidate will possess excellent communication skills, both written and oral, in English, and be proficient in Microsoft Excel and Office to create reports and templates.

Responsibilities:

• Utilize knowledge of forecasting, planning, and scheduling to optimize call center operations
• Monitor and analyze call center activity in real-time to identify areas for improvement
• Develop and implement strategies to meet Service Level Agreements (SLAs) and maximize agent utilization
• Collaborate with the team to ensure the achievement of key performance indicators

Requirements:

• Bachelor's/College Degree or Associate Degree
• At least 2 years of experience in a related field
• Excellent communication skills, both written and oral, in English

Working Conditions:

• Normal office environment
• Shifting schedules, including night shifts

Benefits:

• Additional leave
• Company events
• Employee discount
• Health insurance
• Opportunities for promotion and pay raise
• Transportation service provided

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