Real Time Analyst - Cebu
Real Time Analyst - Cebu
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1 Vacancy
Job Description
Position Title: Realtime Analyst - Retail (Cebu) Onsite
Account Type: Retail
Start Date: August 15
Support Type: Voice
Work Setup: Fully Onsite in Cebu
Shift & Rest Days: 24/7 schedule
Educational Qualification: Undergraduate or College Graduate
Work Experience:
- At least 2 years as a Realtime Analyst (RTA)
- Preferred: Knowledge of tools such as IEX/Verint or Genesys
- Experience managing real-time adherence and scheduling tools
- Proficient in Excel for data management and analysis
Key Responsibilities:
- Real-Time Monitoring: Keep track of call/chat volumes agent availability service level compliance and other KPIs using monitoring tools.
- Staffing & Scheduling: Modify agent schedules redistribute workloads and handle breaks and time-off requests to maintain optimal staffing and schedule adherence based on real-time data.
- Operational Issue Resolution: Address challenging calls resolve system problems and coordinate with operations to reduce service interruptions.
- Reporting & Analysis: Generate daily weekly and monthly performance reports analyze data for trends and suggest improvements to boost efficiency and customer satisfaction.
Employment Type
Full Time
