Urgent - Real Time Analyst

3 days ago

Dumaguete P, Philippines Peak Outsourcing Full time

Peak Outsourcing Inc. is seeking a proactive, detail-oriented, and highly analytical Real-Time Analyst (RTA) to join our dynamic team in Dumaguete. As a crucial member of our operations team, you will play a key role in optimizing workforce resources within a contact center environment to ensure efficient operations and the achievement of service level agreements (SLAs). This role requires the ability to make quick, data-driven decisions in a fast-paced setting, contributing to contact center efficiency and productivity.

Key Responsibilities:

  • Conduct real-time monitoring of contact center operations across all channels (phone, chat, email) using WFM tools, tracking KPIs and managing alerts to ensure optimal performance.
  • Analyze KPIs, identify trends, and provide data-driven insights to improve operational performance and forecasting models.
  • Ensure agent adherence to schedules and breaks using WFM tools, track adherence in real-time, and manage shrinkage segments.
  • Identify and collaborate with relevant teams to mitigate risks to service levels
  • Prepare and distribute accurate reports on real-time performance metrics for stakeholders, including various report types
  • Maintain effective communication with agents, team leaders, and management regarding performance and operational issues, and serve as a key information source.
  • Manage agent allocation, schedules, queues, and performance; maintain records; participate in process improvement; and prepare staffing outlook reports and reforecasts.

Qualifications:

  • Analytical Skills: Analyze data, evaluate situations, and make sound judgments
  • Problem-Solving: Resolve workforce issues to minimize service level impact
  • MS Office: Advanced MS Excel, proficient PowerPoint, Word, and Outlook
  • PowerBI: Create/interpret dashboards, monitor KPIs, and generate reports
  • WFM Tools: Knowledge of WFM tools, principles, scheduling, and forecasting
  • Time Management: Manage tasks, prioritize, meet deadlines, and organize
  • Communication: Communicate clearly and concisely (verbal/written)
  • Flexibility: Adapt to changing workforce and operational needs
  • Teamwork: Collaborate and build relationships
  • Attention to Detail: Ensure accuracy in data and reporting
  • Composure: Remain calm and efficient under pressure
  • Call Center: Understand call center operations, KPIs, and SLAs
  • Other: Call center/BPO experience preferred; flexible availability

Job Types: Full-time, Permanent

Pay: Php18, Php22,000.00 per month

Benefits:

  • Company Christmas gift
  • Opportunities for promotion
  • Promotion to permanent employee

Work Location: In person

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