Realtime Operations Specialist

5 days ago

Cebu City, Central Visayas, Philippines beBeeOperations Full time ₱500,000 - ₱900,000
Job Title: BPO Operations Realtime Analyst

A career opportunity in contact center operations has emerged for a proactive and detail-oriented individual.

Location: Cebu City (100% Onsite)

Job Type: Full-Time

Key Responsibilities
  • Continuously monitor call and chat volumes, agent availability, and KPI adherence using real-time monitoring tools to ensure seamless service delivery.
  • Manage agent schedules effectively, 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 service excellence.
  • 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).
  • Record accurate information on schedule changes and adherence metrics to ensure transparency and accountability.
Required Skills and 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 Excel skills for reporting and data analysis.
  • Exceptional written and verbal communication skills.
  • Demonstrated ability to thrive in a fast-paced, shifting schedule environment.
  • Completed at least 2 years in college without back subjects.
  • College TOR or Diploma must also be available onhand.
  • Able to adapt to a flexible work schedule.

This is an excellent opportunity to leverage your expertise and contribute to the growth of contact center operations in Cebu City.

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