Real Time Analyst

4 days ago

Cebu City, Central Visayas, Philippines Support Services Group Full time ₱900,000 - ₱1,200,000 per year

Main Responsibilities:

  • Manage call volume, daily attendance, and program break schedules to optimize agent allocation.
  • Assist in setting metrics and targets for service excellence.

Scope of Work:

  • Monitor agent status in real-time, ensuring optimal staffing levels for inbound operations.
  • Evaluate adherence and initiate immediate improvements.
  • Conduct real-time discussions with stakeholders to address operational needs.
  • Generate and process schedule adherence reports, implementing contingency plans as required.
  • Collaborate with the operations team to analyze and enhance delivery processes.
  • Contribute ideas for process and service improvement planning.
  • Utilize trends and reports to forecast requirements.
  • Support projects and additional duties as assigned.

About You:

  • At least 1-2 year experience as Realtime Analyst in BPO industry
  • Must be a College Graduate
  • Experience with Genesys
  • Knowledge of Automatic Call Distribution (ACD), forecasting, and scheduling.
  • Strong attention to detail and accuracy.
  • Experience creating MS Excel reports and templates.
  • Excellent organizational and analytical skills.
  • Professional oral and written communication abilities.
  • Adaptability to change with a strong attendance record.

Why Join Us:

At Support Services Group, we're more than just a workplace — we're a community dedicated to excellence. When you join our team, you'll have the opportunity to grow both personally and professionally, with ample room for advancement and skill development. Plus, you'll be surrounded by supportive colleagues who share your passion for delivering unparalleled customer service.

Ready to take the next step in your career? Apply now to become our newest Realtime Analyst and discover the possibilities that await you

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.

  • Real Time Analyst

    4 days ago

    Cebu City, Central Visayas, Philippines RSD Human Resource Management Consultancy Full time ₱396,000 - ₱600,000 per year

    Qualifications:Need at least 2 years experience as a Real Time Analyst.At least 2 years Completed in CollegeJob Type: Full-timePay: Up to Php33,000.00 per monthBenefits:Health insuranceLife insurancePaid trainingExperience:Real Time Analyst under BPO: 2 years (Preferred)Work Location: In person

  • Real Time Analyst

    4 days ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱900,000 - ₱1,200,000 per year

    REAL-TIME ANALYSTWork On-site in Cebu CityShifting ScheduleJob 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

    4 days ago

    Cebu City, Central Visayas, Philippines HRTX Full time ₱900,000 - ₱1,200,000 per year

    We 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 ₱4,200,000 - ₱8,400,000 per year

    Position 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

    6 days ago

    Cebu City, Central Visayas, Philippines RSD Human Resource Management Consultancy Full time ₱330,000 per year

    Qualifications:Bachelor's Degree Holder or 2nd year college undergraduate completedProven experience as a Real-Time Analyst in the BPO SectorTools used: CMS Avaya, NICE IEX, Verint, Genesys or AspectJob Type: Full-timePay: Up to Php33,000.00 per monthBenefits:Paid trainingWork Location: In person

  • BPO Real Time Analyst

    4 days ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱40,000 - ₱60,000 per year

    About the job: Realtime Analyst - Retail (Cebu) | Onsite Account Type: RetailStart Date: August 15Support Type: Voice supportWork Arrangement: 100% onsite in CebuShift Schedule / Rest Days: 24/7 operations with rotating shiftsEducational Requirements: Undergraduate or college graduate Work Experience: Minimum of 2 years as a Real-Time Analyst...

  • Real Time Analyst

    4 days ago

    Lapu-Lapu City, Central Visayas, Philippines c8-9a32-4f75-b4e3-dcba73eb9476 Full time ₱1,200,000 - ₱2,400,000 per year

    The 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 ResultsCXIn This Role You...

  • Real Time Analyst

    6 days ago

    Cebu City, Central Visayas, Philippines Helpware Full time ₱900,000 - ₱1,200,000 per year

    About UsHelpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative...

  • Real Time Analyst

    6 days ago

    Cebu City, Central Visayas, Philippines Helpware Full time ₱900,000 - ₱1,200,000 per year

    Position Summary: Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.Specific Responsibilities:Updates and processes data for real-time performance analysis. Obtains quantifiable...

  • Real Time Analyst

    4 days ago

    Cebu City, Central Visayas, Philippines Moder Solutions Inc. Full time

    Qualifications:• Bachelor's degree in business, Operations Management, or related field (or equivalent experience)• Minimum of 4 years of WFM experience in a call center or operations service environment, with minimum of 1 year of supervisory experience.• Strong analytical skills and proficiency in tools like Microsoft Excel - Power Query, Power BI,...