Real-Time Analyst

2 weeks ago

Taguig, National Capital Region, Philippines Digiplus Interactive Corp. Full time ₱250,000 - ₱300,000 per year

About DigiPlus Interactive Corp.

DigiPlus Interactive Corp. pioneered digital entertainment in the Philippines. It introduced leading platforms BingoPlus and ArenaPlus, widely known for their engaging experiences in interactive gaming and sports entertainment. DigiPlus also operates GameZone, with more to come.

For more information, visit:

The Real-time Analyst will play a pivotal role in ensuring that the scheduling and staffing is effective, efficient, and real-time management of resources is optimized. This role is responsible for monitoring and managing real-time operational activities to ensure service levels and key performance indicators (KPIs) are met. This involves immediate decision-making to address any discrepancies in staffing, call volumes, or system issues that may impact performance

.RESPONSIBILITIES

  • Monitor real-time call center metrics, including call volumes, agent availability, and service levels.
  • Adjust agent schedules and reallocate resources in real-time to address unexpected changes in call volume or staffing.
  • Communicate with team leaders and management regarding any immediate operational issues or anomalies.
  • Utilize real-time monitoring tools to detect and address adherence issues among agents.
  • Generate and distribute real-time performance reports to stakeholders.
  • Collaborate with the Workforce Management team to provide insights for future scheduling and forecasting.
  • Ensure compliance with company policies and procedures during real-time operations.

QUALIFICATIONS

  • College Graduate
  • Experience in a call center environment, preferably in a real-time monitoring or workforce management role
  • Proficiency with real-time monitoring tools, workforce management software and advance knowledge in MS OFFICE and Power Bi Tools
  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal abilities
  • Ability to work under pressure and make quick decisions
  • Flexibility to work various shifts, including evenings, weekends, and holidays, as needed
  • IN-OFFICE / Onsite work setup

Job Type: Full-time

Pay: Up to Php25,000.00 per month

Benefits:

  • Company events
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee

Education:

  • Bachelor's (Required)

Experience:

  • Real-Time Analyst: 1 year (Preferred)

Work Location: In person

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