Real-Time Analyst

Premier LLC; Philippines; On-site; PHP 279,000 - 390,600; Full time

Job summary

Premier LLC is seeking a Real-Time Analyst in the Philippines to oversee daily contact center operations. The analyst ensures optimal agent availability, schedule adherence, and service level targets through effective monitoring.

The ideal candidate has 1-2 years of experience in a BPO environment and is proficient in data analysis and communication. Strong attention to detail is crucial for handling multiple tasks and suggesting performance improvements.

Qualifications

• 1-2 years of experience in a BPO or similar environment.
• Clear communicator who works well under pressure.
• Detail-oriented and able to handle multiple tasks.

Responsibilities

• Oversee daily contact center operations to meet service goals.
• Monitor agent schedules and alert supervisors of issues.
• Balance team workloads during call spikes.
• Prepare and share regular performance updates.
• Communicate important updates quickly.

Skills

Monitoring real-time operations

Data analysis

Communication skills

Attention to detail

Education

Degree preferred in a related field

Relevant experience in contact center or workforce management

Tools

Excel

Job description

The Real-Time Analyst is responsible for overseeing daily contact center operations. They ensure optimal agent availability, adherence to schedules, and achievement of service level targets. By monitoring live call volumes and agent activity, the RTA makes timely decisions to maintain efficient and seamless operations.

Key Responsibilities

• Keep an eye on call queues and agent performance throughout the day to meet service goals.
• Monitor if agents are sticking to their schedules and alert supervisors if there are issues.
• Shift resources or adjust workloads to balance the team and handle call spikes.
• Prepare and share regular updates on performance and any problems.
• Work with team leads and managers to fix real-time staffing or operational issues.
• Handle exceptions like breaks, training, or unexpected absences as they happen.
• Communicate important updates to the team quickly.
• Suggest and apply changes to improve performance when needed.

Qualifications & Skills

• Degree preferred, or relevant experience in a contact center or workforce management role.
• 1-2 years of experience monitoring real-time operations in a BPO or similar environment.
• Good with data and comfortable using Excel.
• Clear communicator who works well under pressure.
• Detail-oriented and able to handle multiple tasks at once.