Realtime Analyst

2 days ago

Mandaluyong City, National Capital Region, Philippines SSG Full time ₱900,000 - ₱1,200,000 per year

Key Responsibilities:

  • Monitor agent status and inbound operations in real-time.
  • Ensure optimal staffing levels and adherence to schedules.
  • Facilitate real-time discussions with stakeholders to address operational issues.
  • Generate and manage adherence reports (hourly, daily, weekly, monthly).
  • Implement volume contingency action plans as needed.
  • Collaborate with the operations team to enhance delivery processes.
  • Develop metrics and targets for services.
  • Use trends and reports to forecast staffing requirements.
  • Contribute to process and service improvement initiatives.
  • Undertake additional projects and responsibilities as assigned.

Qualifications:

  • At least a college undergraduate
  • Previous experience in a BPO environment.
  • Experience with Genesys
  • Knowledge of Automatic Call Distribution (ACD), forecasting, and scheduling.
  • Excellent organizational and analytical skills.
  • Proficiency in creating MS Excel reports and templates.
  • Strong attention to detail and accuracy.
  • Ability to prioritize tasks and meet deadlines.
  • Strong communication skills, both written and verbal.

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.

Take the first step towards a fulfilling career by applying now. Your adventure awaits

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.

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