BPO Real Time Analyst

2 days ago

Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱250,000 - ₱500,000 per year


About the job: Realtime Analyst - Retail (Cebu) | Onsite

  • Account 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 (RTA)
  • Preferred: Knowledge of tools such as IEX/Verint or Genesys
  • Experience managing real-time adherence and scheduling tools
  • Proficient in Excel (must be able to use effectively)

Responsibilities:

  • Real-Time Monitoring: Continuously oversee call/chat volumes, agent availability, service levels, and other KPIs using real-time monitoring systems.
  • Staffing and Scheduling: Adjust agent schedules, reallocate workloads, and handle breaks and time-off requests to maintain optimal staffing and schedule adherence based on real-time data.
  • Operational Issue Resolution: Intervene in challenging call situations, resolve system issues, and collaborate with operations to reduce service disruptions.
  • Reporting and Analysis: Generate daily, weekly, and monthly performance reports, analyze data to identify improvement opportunities, and recommend strategies to enhance efficiency and customer satisfaction.

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