
Real Time Analyst
3 days ago
A
Workforce Management (WFM) Real-Time Analyst
monitors live contact center data to ensure service level agreements (SLAs) are met, adjusting staffing and resources dynamically to manage call/chat volumes and agent availability. Key responsibilities include tracking agent adherence, managing real-time alerts, reallocating resources, collaborating with supervisors, and analyzing data to enhance operational efficiency and meet performance goals.
Key Responsibilities
- Real-time Monitoring:
- Continuously observe critical metrics like call/chat volumes, agent availability, and service level adherence.
- Staffing Adjustments:
- Dynamically allocate agents and workloads to ensure optimal coverage during peak times and minimize overstaffing during slow periods.
- Schedule & Adherence Management:
- Monitor agent schedules and break adherence, taking corrective actions when necessary.
- Alerts & Issue Resolution:
- Set up and respond to real-time alerts for performance deviations, and manage issues such as system outages or routing problems.
- Data Analysis & Reporting:
- Analyze historical and current data to identify trends and anomalies, and provide recommendations for process improvements.
- Collaboration:
- Work closely with supervisors and managers to provide performance updates and address operational challenges.
- Forecasting:
- Use data to make short-term adjustments to forecasting models, considering factors like seasonality and promotions.
Skills & Tools
- Analytical Skills:
- Ability to analyze data, identify trends, and contribute to strategic decisions.
- Technical Proficiency:
- Familiarity with workforce management software, data management systems, and advanced Excel functions.
- Communication Skills:
- Actively communicate with various stakeholders to share updates and call out deviations.
- Critical Thinking:
- Ability to make quick, critical decisions in a fast-paced, business-critical environment.
-
Real Time Analyst
4 weeks ago
Cebu City, Central Visayas, Philippines IntouchCX Full timeOverviewJoin 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
2 days ago
Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱900,000 - ₱1,200,000 per yearREAL-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
3 days ago
Cebu City, Central Visayas, Philippines PMConsulting Full time $40,000 - $60,000 per yearWe 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
3 days ago
Cebu City, Central Visayas, Philippines IntouchCX Full time ₱600,000 - ₱1,200,000 per yearAbout 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
3 weeks ago
Cebu City, Central Visayas, Philippines HR TechX Corp. Full timeWe 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
2 days ago
Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱1,200,000 - ₱2,400,000 per yearPosition 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...
-
Real Time Analyst
3 weeks ago
Lapu-Lapu City, Central Visayas, Philippines The Results Companies Full timeOverviewThe Real Time Analyst is responsible for monitoring statistics, staffing adherence, list penetration and client key performance indicators. The Real Time Analyst must take actions to ensure the enterprise achieves its clients and internal bill to pay goals. We expect greater of ourselves... What's Your Greater? Come find it at...
-
Specialist, WFM Real Time
3 days ago
Iloilo City, Western Visayas, Philippines TTEC Full time ₱900,000 - ₱1,200,000 per yearYour potential has a place here with TTEC's award-winning employment experience. As a Specialist – Workforce Management – Real Time working onsite in Iloilo or Cebu, Philippines you'll be a part of bringing humanity to business. #experienceTTECWhat You'll Be DoingHave a passion to solve work puzzles in real time? Are you looking for an opportunity to...
-
Workforce Management Real Time Analyst
3 days ago
Cebu City, Central Visayas, Philippines XMC INC. Full time ₱900,000 - ₱1,200,000 per yearCompany 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...
-
BPO - Real Time Analyst
3 days ago
Mandaue City, Central Visayas, Philippines Moder Solutions Inc. Full time ₱900,000 - ₱1,200,000 per yearJob Summary:A Real-Time Analyst is responsible for monitoring and managing the flow of operations, resources, and performance in real-time, typically within customer service, contact centers, or business operations. They ensure that resources are appropriately allocated to meet the business's operational needs, often focusing on maximizing efficiency and...