Workforce Real Time Analyst

1 day ago

Cebu City, Central Visayas, Philippines KuddleandCo Full time $40,000 - $60,000 per year

Metrics Tracking:

  • RTAs continuously monitor key performance indicators (KPIs) like call volumes, average handling time (AHT), service levels, and agent adherence.
  • Trend Identification: They analyze real-time data to identify trends, anomalies, and potential issues that may impact service levels or efficiency.
  • Alert Management: RTAs set up and respond to real-time alerts triggered by deviations from established performance thresholds.
  • Root Cause Analysis: They investigate the reasons behind performance issues, such as spikes in call volume or unexpected agent absences, to identify root causes.

Schedule Adjustments:

  • RTAs make real-time adjustments to agent schedules, including breaks, lunchtimes, and off-phone activities, to optimize staffing levels and ensure adequate coverage.
  • Queue Management: They may manage queue assignments calls or chats to ensure balanced workloads and efficient call handling.
  • Skill-Based Routing: RTAs may play a role in ensuring agents with the right skills are available to handle specific types of interactions.
  • Staffing Adjustments: They may recommend temporary staffing changes, such as bringing in additional agents or extending existing shifts, to address unexpected surges in demand.

Job Types: Full-time, Permanent

Benefits:

  • Opportunities for promotion
  • Promotion to permanent employee

Work Location: In person

  • Workforce Management Real Time Analyst

    14 hours ago

    Cebu City, Central Visayas, Philippines XMC INC. Full time $104,000 - $130,878 per year

    Company DescriptionXMC Inc. is a Business Process Outsourcing Agency dedicated to delivering essential services through comprehensive customer service solutions. We strive to provide access to high-quality support that meets the needs of our clients. Our commitment to excellence and customer satisfaction sets us apart in the industry.Role DescriptionThis is...

  • Real Time Analyst

    1 day ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time $104,000 - $130,878 per year

    REAL-TIME ANALYST Work On-site in Cebu City Shifting Schedule Job Responsibilities: 1. Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives. 2. Perform continual analysis of current performance and...

  • Real Time Analyst

    1 day ago

    Cebu City, Central Visayas, Philippines PMConsulting Full time $40,000 - $60,000 per year

    We are seeking a detail-oriented and proactive Real-Time Analyst (RTA) to join our Workforce Management (WFM) team supporting a retail account. The RTA will be responsible for monitoring call volumes, agent productivity, and adherence to schedules in real time. This role ensures service level targets are consistently met while balancing operational...

  • Real Time Analyst

    5 days ago

    Cebu City, Central Visayas, Philippines IntouchCX Full time

    OverviewJoin to apply for the Real Time Analyst role at IntouchCX.Be among the first 25 applicants.About IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years,...

  • Real Time Analyst

    1 day ago

    Cebu City, Central Visayas, Philippines IntouchCX Full time $40,000 - $60,000 per year

    About IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...

  • Real Time Analyst

    1 day ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time $104,000 - $130,878 per year

    Position Title: Realtime Analyst - Retail (Cebu) | OnsiteAccount Type: Retail Start Date: August 15 Support Type: Voice Work Setup: Fully Onsite in Cebu Shift & Rest Days: 24/7 schedule Educational Qualification: Undergraduate or College Graduate Work Experience: At least 2 years as a Realtime Analyst (RTA)Preferred: Knowledge of tools such as...

  • BPO Real Time Analyst

    1 day ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time $40,000 - $60,000 per year

    About the job: Realtime Analyst - Retail (Cebu) | OnsiteAccount Type: Retail Start Date: August 15 Support Type: Voice support Work Arrangement: 100% onsite in Cebu Shift Schedule / Rest Days: 24/7 operations with rotating shifts Educational Requirements: Undergraduate or college graduate Work Experience:Minimum of 2 years as a Real-Time Analyst...

  • Workforce Real Time Analyst

    1 day ago

    Cebu City, Central Visayas, Philippines Stark Asia Solutions, Inc Full time ₱384,000 - ₱408,000 per year

    Qualifications:2nd year completed/College GradAt least 1 year exp as Real Time Analyst in a BPO setup (preferably in retail domain)Good communication skillsKnowledge in Verint/IEX/Genesys and MS ExcelLocation: Cebu CityWork Schedule: 24x7Work Setup: OnsiteJob Type: Full-timePay: Php33, Php34,000.00 per monthWork Location: In person

  • Workforce Management/Real-Time Analyst with 10k sign On Bonus

    1 day ago

    Angeles City, Central Luzon, Philippines Connext Global Solutions Inc Full time $50,000 - $100,000 per year

    Job description Connext Global Solutions is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance. We are currently looking for a Workforce Management / Real-Time Analyst who will be...

  • Workforce Manager

    1 day ago

    Cebu City, Central Visayas, Philippines KuddleandCo Full time $80,000 - $120,000 per year

    The Head of Workforce Management will be a pivotal leader responsible for optimizing staffing strategies, ensuring operational efficiency, and driving profitability within our technical help desk operations. This role demands a proactive individual who can identify client needs, develop effective staffing solutions, and lead a team of analysts to achieve...