Real Time Analyst - Cebu (start work by August 15)

TASQ Staffing Solutions; Cebu City; On-site; PHP 260,000 - 420,000; Full time

Job summary

A staffing solutions company in Cebu is seeking a Real Time Analyst to monitor KPIs, manage staffing schedules, and resolve operational issues. The role requires a minimum of 2 years of experience as a Real Time Analyst, knowledge of scheduling tools, and proficiency in Excel. This position is fully onsite and set to commence on August 15.

Qualifications

• Experience as a Realtime Analyst (RTA) for at least 2 years.
• Ability to manage real-time adherence and scheduling tools.
• Strong proficiency in Excel for data management.
• Proficient in Excel for data management and analysis.

Responsibilities

• Monitor call/chat volumes and agent availability using tools.
• Modify agent schedules and handle time-off requests based on data.
• Resolve operational issues and coordinate to reduce service interruptions.
• Generate performance reports and analyze data for improvements.

Skills

Realtime Analyst experience

Knowledge of IEX/Verint or Genesys

Proficient in Excel

Education

Undergraduate or College Graduate

Tools

IEX/Verint

Genesys

Job description

Real Time Analyst - Cebu (start work by August 15)

About the job Real Time Analyst - Cebu (start work by August 15)

Start Date: August 15

Work Setup: Fully Onsite in Cebu

Educational Qualification: Undergraduate or College Graduate

Work Experience:

• At least 2 years as a Realtime Analyst (RTA)
• Preferred: Knowledge of tools such as IEX/Verint or Genesys
• Experience managing real-time adherence and scheduling tools
• Proficient in Excel for data management and analysis

Key Responsibilities:

• Real-Time Monitoring: Keep track of call/chat volumes, agent availability, service level compliance, and other KPIs using monitoring tools.
• Staffing & Scheduling: Modify agent schedules, redistribute workloads, and handle breaks and time-off requests to maintain optimal staffing and schedule adherence based on real-time data.
• Operational Issue Resolution: Address challenging calls, resolve system problems, and coordinate with operations to reduce service interruptions.
• Reporting & Analysis: Generate daily, weekly, and monthly performance reports, analyze data for trends, and suggest improvements to boost efficiency and customer satisfaction.