BPO Real Time Analyst - Cebu City

TASQ Staffing Solutions; Cebu City; On-site; PHP 334,800 - 502,200; Full time

Job summary

A staffing solutions firm is seeking a BPO Real Time Analyst to manage real-time monitoring, staffing, and reporting processes onsite in Cebu City. Candidates should have a minimum of 2 years' experience as a Real-Time Analyst, proficiency in Excel, and knowledge of tools like IEX/Verint or Genesys. This role involves monitoring call volumes, adjusting schedules, and generating performance reports to enhance operational efficiency.

Qualifications

• Minimum of 2 years as a Real-Time Analyst (RTA)
• Experience managing real-time adherence and scheduling tools

Responsibilities

• Continuously oversee call/chat volumes, agent availability, service levels, and other KPIs.
• Adjust agent schedules, reallocate workloads, and handle breaks.
• Intervene in challenging call situations and resolve system issues.
• Generate performance reports and analyze data for improvements.

Skills

Knowledge of IEX/Verint or Genesys

Real-time monitoring skills

Proficient in Excel

Education

Undergraduate or college graduate

Job description

About the job BPO Real Time Analyst - Cebu City

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

• Account Type: Retail
• Start Date: August 15
• 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.