Real Time Analyst

4 days ago

Davao City, Davao, Philippines SixEleven Full time ₱216,000 - ₱240,000 per year

Urgent: Real Time Analyst

Job Requirements:

*Responsible for monitoring live call volumes, response times, and agent performance in real-time.

*Track KPIs (Key Performance Indicators) such as service level, handle time, and abandonment rates, ensuring that service targets are met.

*Adjust intraday forecasts based on actual volume and staffing levels to optimize resource allocation and operational efficiency.

*Coordinate with workforce management to implement schedule adjustments, including break and lunch timings, to meet unexpected demand.

*Analyze real-time contact center performance data to identify trends, anomalies, or issues affecting customer service delivery.

Qualifications:

· Minimum 6 months – 1 year experience in a RTA role in a contact center environment

· Must be willing to work on day, night shift rotations

· Proficient in MS Office Suite, and internet

· Proactive with a strong work ethic and eagerness to 'go the extra mile'.

· Resourcefulness and creative thinking

· Adaptable to learn new processes, concepts, and skills.

· Demonstrates the ability to work as part of a team adding positive attitude and business focus.

· Ability to work in a fast-paced deadline-driven environment.

Job Type: Full-time

Pay: Php18, Php20,000.00 per month

Benefits:

  • Health insurance
  • Opportunities for promotion
  • Paid training

Work Location: In person

Application Deadline: 04/09/2025

Expected Start Date: 09/10/2025

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