Real Time Analyst (GREENHILLS SITE)-CAN START ASAP!

IntouchCX; San Juan; In loco; PHP 670.000 - 1.004.000; Tempo pieno

Descrizione del lavoro

IntouchCX in the Philippines is seeking a Real Time Analyst to monitor and optimize real-time performance within our contact center teams. The role emphasizes scheduling, forecast accuracy, and rapid staffing adjustments to meet client volumes.

You will analyze data, communicate insights to management, and collaborate with agents to ensure adherence to schedules while maintaining high data accuracy and responsiveness in a dynamic environment. The ideal candidate excels in Excel and WFM practices.

Competenze

• Good communication skills.
• Advanced knowledge of MS Word and Excel.
• Prior RTA, Data Analyst or WFM experience.
• Adaptability to learn new software programs.
• High accuracy in data entry.
• Strong analytical and problem-solving abilities.
• Willingness to learn and multitask in a new environment.

Mansioni

• 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 to meet forecasted volumes
• Monitor schedules and attendance adherence issues
• Ensure team members know their statistics related to the schedule
• Monitor real-time call volumes, queues, staffing, and agent performance

Conoscenze

Communication skills

MS Word

Excel

WFM experience

Adaptability

Analytical skills

Attention to detail

Formazione

High school diploma or equivalent

Post-secondary education preferred

Descrizione del lavoro

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 escape issues regarding attendance adherence




• Work with team members to ensure they know their statistics related to the schedule




• Monitor real-time call volumes, queues, staffing, and agent performance.

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




• Prior experience as an RTA, Data Analyst or within a WFM team.

• 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