BPO Real Time Analyst - Cebu City

About the job: Realtime Analyst - Retail (Cebu) | Onsite

• Account Type: Retail
• Start Date: August 15
• Support Type: Voice support
• Work Arrangement: 100% onsite in Cebu
• Shift Schedule / Rest Days: 24/7 operations with rotating shifts

Educational Requirements: Undergraduate or college graduate

Work Experience:

• Minimum of 2 years as a Real-Time Analyst (RTA)
• Preferred: Knowledge of tools such as IEX/Verint or Genesys
• Experience managing real-time adherence and scheduling tools
• Proficient in Excel (must be able to use effectively)

Responsibilities:

• Real-Time Monitoring: Continuously oversee call/chat volumes, agent availability, service levels, and other KPIs using real-time monitoring systems.
• Staffing and Scheduling: Adjust agent schedules, reallocate workloads, and handle breaks and time-off requests to maintain optimal staffing and schedule adherence based on real-time data.
• Operational Issue Resolution: Intervene in challenging call situations, resolve system issues, and collaborate with operations to reduce service disruptions.
• Reporting and Analysis: Generate daily, weekly, and monthly performance reports, analyze data to identify improvement opportunities, and recommend strategies to enhance efficiency and customer satisfaction.