
Real Time Analyst
5 days ago
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
3 days ago
Mandaluyong City, National Capital Region, Philippines REMITLY PHL OPERATIONS INC Full time ₱900,000 - ₱1,200,000 per yearJob DescriptionTheReal-Time Analyst (RTA) is responsible for real time monitoring, tracking, communicating and reporting on multiple channels/lines of business,ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels.Primary Duties and Responsibilities:Real-time monitoring of all queues,...
-
Real Time Analyst
3 weeks ago
Mandaluyong City, National Capital Region, Philippines Remitly, Inc. Full timeJob Description:. TheReal-Time Analyst (RTA)is responsible for real time monitoring, tracking, communicating and reporting on multiple channels/lines of business,ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels. Primary Duties and Responsibilities:Real-time monitoring of all...
-
Real Time Analyst
3 days ago
Mandaluyong City, National Capital Region, Philippines Remitly Full time ₱400,000 - ₱600,000 per yearJob Description:.TheReal-Time Analyst (RTA) is responsible for real time monitoring, tracking, communicating and reporting on multiple channels/lines of business,ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels.Primary Duties and Responsibilities:Real-time monitoring of all...
-
Real-Time Analyst
3 days ago
Makati City, National Capital Region, Philippines LSG Makati, PH Full time ₱900,000 - ₱1,200,000 per yearThe Real-Time Analyst (RTA) plays a critical role in ensuring smooth daily operations by monitoring queues, managing agent schedule adherence, and providing real-time insights to support optimal staffing and service levels. This role partners closely with Operations and Workforce Management to drive efficiency and meet client expectations in a fast-paced BPO...
-
Real Time Analyst
1 week ago
Makati City, National Capital Region, Philippines eTeam Full time ₱600,000 - ₱900,000 per yearJob Title: Real-Time Analyst Location: Taguig (On-site) Salary: ₱60,000/month Contract Duration: 6 months Employment Type: Full-time, On-siteAbout the RoleWe are seeking a Real-Time Analyst (RTA). In this role, you will play a critical part in ensuring SLAs are met by monitoring queues, optimizing staffing, and providing real-time operational support to...
-
Real-Time Analyst
3 days ago
Makati City, National Capital Region, Philippines Lean Solutions Group Full time ₱900,000 - ₱1,200,000 per yearThe Real-Time Analyst (RTA) plays a critical role in ensuring smooth daily operations by monitoring queues, managing agent schedule adherence, and providing real-time insights to support optimal staffing and service levels. This role partners closely with Operations and Workforce Management to drive efficiency and meet client expectations in a fast-paced BPO...
-
Real Time Analyst
1 day ago
Makati City, National Capital Region, Philippines Probe CX Full time ₱900,000 - ₱1,200,000 per yearThe Real Time Analyst is primarily responsible for closely monitoring real-time call volumes & staffing to be able to identify whether the actual data corresponds with the data in the forecasted call volumes and staffing done by the Forecasting and Scheduling Team.The Real-Time Analyst is responsible for, but not limited to:Quality Management- Performs...
-
Real Time Analyst
3 weeks ago
Quezon City, National Capital Region, Philippines Manulife Insurance Malaysia Full time***Nous utilisons des* *pour fournir des statistiques qui nous aident à vous offrir la meilleure expérience sur note site. Vous y trouverez des renseignements sur les témoins, ou vous pouvez les désactiver si vous préférez. Toutefois, en continuant d'utiliser le site sans modifier les paramètres, vous consentez à notre utilisation de***Real Time...
-
Real Time Analyst
4 weeks ago
Quezon City, National Capital Region, Philippines Manulife Insurance Malaysia Full time***Nous utilisons des* *pour fournir des statistiques qui nous aident à vous offrir la meilleure expérience sur note site. Vous y trouverez des renseignements sur les témoins, ou vous pouvez les désactiver si vous préférez. Toutefois, en continuant d'utiliser le site sans modifier les paramètres, vous consentez à notre utilisation de***Real Time...
-
Real Time Analyst
3 weeks ago
Quezon City, National Capital Region, Philippines Manulife Financial Full timeThe CSC Operations Real Time Analyst is responsible for multi-site real-time monitoring, queue management, tracking of schedule adherence and management of resources driven by real time trends to ensure consistency in Service Level performance.Position ResponsibilitiesMonitor real-time adherence across multiple sites, handle adherence issues, and log...