Workforce Real Time Analyst

4 days ago


Cebu City, Central Visayas, Philippines KuddleandCo Full time ₱900,000 - ₱1,200,000 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



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