Real Time Analyst
15 hours ago
Job Summary
The Real-Time Analyst is responsible for monitoring and managing the real-time performance across multiple queues and accounts. This role involves analyzing data, identifying trends, and making recommendations to ensure optimal staffing levels and service levels are maintained. The Real-Time Analyst works closely with the operations team to address any issues that may impact performance and customer satisfaction.
Key Responsibilities
- Monitor real-time contact center performance and key metrics across multiple queues and accounts.
- Analyze data to identify trends and patterns affecting service levels.
- Adjust staffing levels and schedules in response to real-time demand.
- Manage queues to ensure efficient handling of customer interactions.
- Implement load balancing strategies to distribute workload evenly across agents.
- Communicate with team leaders and supervisors to address performance issues.
- Provide real-time reporting and updates to management.
- Collaborate with the workforce management team to optimize scheduling.
- Identify and escalate any system or process issues impacting performance.
- Develop and implement strategies to improve real-time performance.
- Assist in the creation and maintenance of real-time dashboards and reports.
- Participate in regular meetings to discuss performance and improvement opportunities.
Required Qualifications
- Bachelor's degree in Business, Statistics, or a related field.
- Proven experience in a real-time analyst or similar role in a contact center.
- Strong analytical and problem-solving skills.
- Proficiency in workforce management software and tools.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Strong attention to detail and accuracy.
- Willingness to work on shifts and on-site.
Desired Qualifications
- Advanced degree in Business, Statistics, or a related field.
- Experience with queue management and load balancing in a contact center environment.
- Knowledge of contact center operations and performance metrics.
- Proficiency in data visualization tools (e.g., Tableau, Power BI).
- Certification in workforce management or related areas.
About the Company
Ethos Support is a recognized global business process outsourcing (BPO) organization that goes beyond the conventional, delivering exceptional value and specializing in Customer Support, Tech Support, Customer Success, and Back Office Support. Known as the world's most flexible BPO, Ethos Support is committed to aiding businesses in simplifying their Customer Experience (CX) processes and achieving faster scalability.
Our comprehensive approach includes taking charge of our clients' new support team's training and onboarding process, freeing up their resources, and accelerating their business growth. Whether starting from scratch or looking to enhance an existing process, partnering with Ethos Support will streamline our clients' CX operations and provide superior support to their customers.
We put people first, fostering a healthy, supportive work environment that reduces churn rates and boosts performance metrics. Our inclusive support culture makes us the employer of choice for top talent, offering a rewarding career path for all employees.
Why Work With Us?
- Competitive salary and benefits package.
- Opportunity for career growth and professional development.
- A collaborative and inclusive team environment.
- A chance to make a real impact in a rapidly growing company.
Job Type: Full-time
Work Location: In person
-
Real Time Analyst
3 days ago
Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full timeREAL-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
4 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
2 days ago
Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full timePosition 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...
-
Workforce Management Real Time Analyst
4 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...
-
Real Time Analyst
1 week ago
Cebu City, Central Visayas, Philippines Helpware Full time ₱900,000 - ₱1,200,000 per yearAbout 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
1 week ago
Cebu City, Central Visayas, Philippines Helpware Full time ₱900,000 - ₱1,200,000 per yearPosition 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...
-
WFM -Real Time Analyst (BPO)
4 days ago
Cebu City, Central Visayas, Philippines Moder Solutions Inc. Full time ₱360,000 - ₱456,000 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...
-
Real Time Analyst
4 days ago
Tarlac City, Central Luzon, Philippines Sutherland Full time ₱900,000 - ₱1,200,000 per yearSutherland is seeking an attentive and goal-oriented person to join us as aReal Time Analyst.We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with youResponsibilities:Support monitoring of service level performance at...
-
Real-Time Analyst
2 days ago
Cebu City, Central Visayas, Philippines Datamatics Full time ₱900,000 - ₱1,200,000 per year• 2+ years of RTA Experience with hands-on experience of IEX and CXOne.• Oversee all real-time WFM activities to ensure operational and client goals are met• Implement analysis and reporting via WFM tools available• Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team.• Analyze past volume and...
-
Real Time Analyst
4 days ago
Cebu City, Central Visayas, Philippines Moder Solutions Inc. Full timeQualifications:• 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,...