Real-Time Analyst

2 days ago

Dumaguete, Central Visayas, Philippines Peak Outsourcing Full time ₱1,200,000 - ₱2,400,000 per year

Peak Outsourcing Inc.
is seeking a proactive, detail-oriented, and highly analytical
Real-Time Analyst (RTA)
to join our dynamic team in
Dumaguete
. As a crucial member of our operations team, you will play a key role in optimizing workforce resources within a contact center environment to ensure efficient operations and the achievement of service level agreements (SLAs). This role requires the ability to make quick, data-driven decisions in a fast-paced setting, contributing to contact center efficiency and productivity.

Key Responsibilities:

  • Conduct real-time monitoring of contact center operations across all channels (phone, chat, email) using WFM tools, tracking KPIs and managing alerts to ensure optimal performance.
  • Analyze KPIs, identify trends, and provide data-driven insights to improve operational performance and forecasting models.
  • Ensure agent adherence to schedules and breaks using WFM tools, track adherence in real-time, and manage shrinkage segments.
  • Identify and collaborate with relevant teams to mitigate risks to service levels
  • Prepare and distribute accurate reports on real-time performance metrics for stakeholders, including various report types
  • Maintain effective communication with agents, team leaders, and management regarding performance and operational issues, and serve as a key information source.
  • Manage agent allocation, schedules, queues, and performance; maintain records; participate in process improvement; and prepare staffing outlook reports and reforecasts.

Qualifications:

  • Analytical Skills:
    Analyze data, evaluate situations, and make sound judgments
  • Problem-Solving:
    Resolve workforce issues to minimize service level impact
  • MS Office:
    Advanced MS Excel, proficient PowerPoint, Word, and Outlook
  • PowerBI:
    Create/interpret dashboards, monitor KPIs, and generate reports
  • WFM Tools:
    Knowledge of WFM tools, principles, scheduling, and forecasting
  • Time Management:
    Manage tasks, prioritize, meet deadlines, and organize
  • Communication:
    Communicate clearly and concisely (verbal/written)
  • Flexibility:
    Adapt to changing workforce and operational needs
  • Teamwork:
    Collaborate and build relationships
  • Attention to Detail:
    Ensure accuracy in data and reporting
  • Composure:
    Remain calm and efficient under pressure
  • Call Center:
    Understand call center operations, KPIs, and SLAs
  • Other:
    Call center/BPO experience preferred; flexible availability

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