Real Time Analyst 1

2 weeks ago

Pasay, National Capital Region, Philippines RSD Human Resource Management Consultancy Full time ₱408,000 per year

Position: Real Time Analyst

Type: Full Time

Overview:

We are seeking a detail-oriented and proactive Real Time Analyst to join our call center

operations team. The Real Time Analyst plays a critical role in monitoring and

optimizing the performance of our call center by ensuring real-time adherence to

schedules and making immediate adjustments to optimize service levels and efficiency.

Responsibilities:

 Monitor real-time call volume and agent adherence to schedules using workforce

management software.

 Make real-time adjustments to staffing levels and schedules to optimize service

levels and efficiency.

 Coordinate with Team Leaders and Operations Managers to address immediate

staffing needs and resolve service level issues.

 Provide timely updates and reports on call center performance metrics such as

service level, average handle time, and adherence.

 Analyze historical data and trends to forecast future call volume and staffing

requirements.

 Participate in daily meetings to discuss current and upcoming trends and needs.

 Make recommendations for process improvements to enhance overall call center

performance.

 Ensure compliance with company policies and procedures related to call center

operations.

 Assist in the training of new hires on call center tools and processes as needed.

 Collaborate with other departments such as workforce management, training,

and quality assurance to achieve operational goals.

Job Type: Full-time

Pay: Up to Php34,000.00 per month

Benefits:

  • Flextime
  • Paid training

Application Question(s):

  • 1+ year of Scheduling experience using any of the following tools - eWFM, Blue Pumpkin/Impact 360, or IEX.

Experience:

  • Real Time Analyst: 1 year (Required)

Work Location: In person

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