Real Time Analyst

IntouchCX; Mabalacat; On-site; PHP 280,000 - 360,000; Full time

Job summary

IntouchCX is seeking a Real Time Analyst to monitor real-time performance, forecast call volumes, and adjust staffing accordingly. The role requires strong data analysis and the ability to communicate insights to management and team members.

Ideal candidates will be proficient in MS Word and Excel, with a high school diploma as a minimum. Adaptability and a high level of accuracy in data reporting are important to succeed in this position in the Philippines.

Qualifications

• Requires high school diploma or equivalent; post-secondary education preferred.
• Strong data analysis and problem-solving abilities are essential.
• Excellent communication and accuracy in data reporting.

Responsibilities

• Monitor real-time performance and adjust staffing as needed.
• Communicate data insights clearly to management and team members.
• Forecast volumes and align schedules to meet forecasted demand.

Skills

Data analysis

Analytical skills

Communication skills

Multitasking

Attention to detail

Problem solving

Adaptability

Education

High school diploma or equivalent

Post-secondary schooling (preferred)

Tools

MS Word

MS Excel

Job description

About the Job

We’re looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.

As Real Time Analyst, You Will…

• Evaluate large amounts of data
• Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members
• Adjust staffing and scheduling according to changing needs of the business
• Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients
• Monitor schedules and elevate issues regarding attendance adherence
• Work with team members to ensure they know their statistics related to the schedule

As Real Time Analyst, You Have…

• High school diploma or equivalent (required)
• Some post-secondary or completion of post-secondary schooling (preferred)
• Good communication skills
• Advanced knowledge of MS Word and Excel
• Adaptability to learn a variety of software programs
• A high level of accuracy with regards to data entry
• Strong analytical and problem solving skills
• Willingness to learn and adapt to working in a new environment
• The ability to multitask and self-manage your work day