Real Time Analyst

Premier BPO Inc.; Quezon City; On-site; PHP 280,000 - 360,000; Full time

Job summary

Premier NX in the Philippines is seeking a Workforce Management Analyst to monitor real-time contact center activities, adjust staffing, and ensure service levels are met. This role emphasizes data-driven decision-making and collaboration across teams.

You will analyze call patterns, generate actionable reports, and partner with supervisors to optimize scheduling and performance. A bachelor’s degree in business, statistics, or MIS is preferred, along with strong communication and analytical

Qualifications

• Bachelor's degree in business administration, Statistics, MIS, or equivalent.
• Proven experience in a contact center or customer service environment.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency in using workforce management tools and software.
• Ability to work in a fast-paced and dynamic environment.
• Detail-oriented with the ability to multitask and prioritize effectively.
• Strong organizational and time management skills.
• Ability to work collaboratively in a team-oriented setting.
• Flexibility to work in shifts, including evenings, weekends, and holidays as required.

Responsibilities

• Monitor real-time contact center activities and optimize performance.
• Analyze incoming call patterns and adjust staffing levels to minimize wait times.
• Maintain awareness of agent adherence to schedules and adjust staffing as needed.
• Collaborate with team members and supervisors to resolve issues affecting performance.
• Generate and analyze real-time and historical reports to identify trends and improvements.
• Provide timely information to management regarding performance and trends.
• Escalate critical issues or breaches to stakeholders for prompt resolution.
• Assist with implementation and maintenance of workforce management tools.
• Participate in training and development programs to enhance knowledge and skills.

Education

Bachelor's degree in business administration

Bachelor's degree in Statistics

Bachelor's degree in MIS

Tools

Workforce management software

Staff scheduling tools

Job description

Premier NX is a Business Process Outsourcing company. Premier NX combines technology, people and customer needs to produce a synergistic blend of customized solutions: Call Centres, Back Office Processes, Customer Care, IT Services, and Technical Support. Our outsourcing solutions are jointly conceived and seamlessly integrated with the customer's practices. The new end-to-end process delivers cost savings, enhanced customer satisfaction, metrics, reports, and analytics. We also provide marketing and sales support capabilities to our customers so they can capture a larger pie of their target market.

Responsibilities:

• Monitor real-time contact center activities and make necessary adjustments to optimize performance and achieve service level goals.
• Analyze incoming call patterns and adjust staffing levels to ensure adequate coverage and minimize customer wait times.
• Maintain awareness of agent adherence to schedules and make real-time adjustments to ensure optimal staffing levels.
• Collaborate with team members and supervisors to identify and resolve any issues affecting contact center performance.
• Generate and analyze real-time and historical reports to identify trends, patterns, and areas for improvement.
• Provide timely and accurate information to management regarding contact center performance and trends.
• Escalate critical issues or service level breaches to the appropriate stakeholders for prompt resolution.
• Assist with the implementation and maintenance of workforce management tools and systems.
• Participate in training and development programs to enhance knowledge and skills related to workforce management.

Requirements:

• Bachelor’s degree in business administration, Statistics, Management Information Systems (MIS), or equivalent.
• Proven experience in a contact center or customer service environment.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency in using workforce management tools and software.
• Ability to work in a fast-paced and dynamic environment.
• Detail-oriented with the ability to multitask and prioritize effectively.
• Strong organizational and time management skills.
• Ability to work collaboratively in a team-oriented setting.
• Flexibility to work in shifts, including evenings, weekends, and holidays as required.