Real Time Analyst
Support Services Group
Real Time Analyst, Local Account
Support Services Group
full-time
Posted on:
Location Type: Office
Location: Mandaluyong • 🇵🇭 Philippines
Visit company websiteJob Level
Junior
About the role
- Manage call volume, daily attendance, and program break schedules to optimize agent allocation
- Assist in setting metrics and targets for service excellence
- Monitor agent status in real-time, ensuring optimal staffing levels for inbound operations
- Evaluate adherence and initiate immediate improvements
- Conduct real-time discussions with stakeholders to address operational needs
- Generate and process schedule adherence reports, implementing contingency plans as required
- Collaborate with the operations team to analyze and enhance delivery processes
- Contribute ideas for process and service improvement planning
- Utilize trends and reports to forecast requirements
- Support projects and additional duties as assigned
Requirements
- At least 1-2 year experience as Realtime Analyst in BPO industry
- Must be a College Graduate
- Experience with Genesys
- Knowledge of Automatic Call Distribution (ACD), forecasting, and scheduling
- Strong attention to detail and accuracy
- Experience creating MS Excel reports and templates
- Excellent organizational and analytical skills
- Professional oral and written communication abilities
- Adaptability to change with a strong attendance record
Benefits
- Opportunity to grow both personally and professionally
- Ample room for advancement and skill development
- Supportive colleagues
- Community dedicated to excellence
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
real-time analysisforecastingschedulingreport generationdata analysisAutomatic Call Distribution (ACD)MS Excel
Soft skills
attention to detailorganizational skillsanalytical skillscommunication skillsadaptability
