BPO Real Time Analyst - Cebu City
BPO Real Time Analyst - Cebu City
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1 Vacancy
Job Description
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.
Employment Type
Full Time
