Real Time Analyst

IntouchCX; Metro Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

IntouchCX in the Philippines is seeking a Real Time Analyst (RTA) to monitor and optimize real-time performance of contact center teams. The role involves analyzing scheduling, queues and forecasts and communicating insights to management and team leaders.

You will adjust staffing, solicit extra hours when needed, monitor attendance and adherence, and ensure teams understand their statistics. Requirements include a high school diploma, strong communication, Excel skills, and adaptability to

Qualifications

• High school diploma or equivalent (required).
• Some 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.

Responsibilities

• 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 escalation issues regarding attendance adherence.
• Work with team members to ensure they know their statistics related to the schedule.

Skills

Analytical thinking

Communication skills

Multitasking

Willingness to learn

Data entry accuracy

Adaptability

Education

High school diploma or equivalent

Some post-secondary education

Tools

MS Word

MS Excel

Job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

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 escalation 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

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [e-mail] for review and validation.