Real-Time Performance Analyst

7 days ago

Morong, Philippines beBeeAnalyzer Full time ₱900,000 - ₱1,200,000
Job Overview

This role is focused on real-time monitoring and analysis of performance data to identify risks and areas for improvement.

The successful candidate will be responsible for:

  • Monitoring queues in real-time to identify and address any issues that may impact contractual KPIs such as Service Level, Abandonment %, Line Adherence, Handling Capacity, and SIR.
  • Correlating service level performance at interval level with planned AHT, Aux & Shrinkage, and Consultant-level non-adherence.
  • Extending support by making real-time call-outs to floor supervisors for appropriate action on non-adhering consultants.
  • Coordinating offline activities and preparing end-of-day performance analysis reports.
  • Strengthening relationships by following up and ensuring callouts on non-adherence are corrected to improve productivity performance and drive optimized service level and utilization delivery.
  • Partnering with Ops MOD to keep them informed through callouts on consultant-level deviations and KPIs.
Required Skills and Qualifications

The ideal candidate will have:

  • At least one year of work experience in a Call Center environment.
  • Basic knowledge of MS-Excel.
  • Understanding of call center KPIs: AHT, Service Level, and other key metrics.
  • Good verbal and written communication skills.
  • Knowledge of Call Center applications like CMS Avaya Supervisor/eWFM/IEX is a plus, but not required.
  • High School Diploma/GED (±11 years).
  • Flexibility to work in a 24/7 environment, including GY shifts, weekends, holidays, and overtime as necessary.
Benefits

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