Real Time Analyst | Local Account

Support Services Group; Pasig; On-site; PHP 279,000 - 502,000; Full time

Job summary

Support Services Group in the Philippines seeks a Real-time Analyst to optimize inbound call center performance and staffing. You will monitor metrics, forecast requirements, and work with operations to implement improvements, while creating Excel reports and ensuring schedule adherence.

This role requires 1–2 years of BPO experience, a college degree, and strong analytical and communication skills. The position emphasizes accuracy, adaptability, and collaborative problem-solving.

Qualifications

• 1-2 years of Real-time Analyst experience in BPO
• Must be a College Graduate
• Knowledge of ACD, forecasting, and scheduling
• Strong attention to detail and accuracy
• Experience creating MS Excel reports and templates
• Excellent organizational and analytical skills
• Professional oral and written communication abilities
• Adaptability to change with a strong attendance record

Responsibilities

• Manage call volume, attendance, and program break schedules to optimize agent allocation.
• Assist in setting metrics and targets for service excellence.
• Monitor agent status in real-time to ensure optimal staffing for inbound operations.
• Evaluate adherence and initiate immediate improvements.
• Conduct real-time discussions with stakeholders to address operational needs.
• Generate and process schedule adherence reports and contingency plans.
• Collaborate with the operations team to analyze and enhance delivery processes.
• Contribute ideas for process and service improvement planning.
• Utilize trends and reports to forecast requirements.
• Support projects and additional duties as assigned.

Skills

ACD knowledge

Forecasting

Scheduling

Attention to detail

Analytical skills

Excel reporting

Communication skills

Attendance

Adaptability

Education

College degree

Tools

MS Excel

Job description

Main Responsibilities:

• Manage call volume, daily attendance, and program break schedules to optimize agent allocation.
• Assist in setting metrics and targets for service excellence.
  

Scope of Work:

• Monitor agent status in real-time, ensuring optimal staffing levels for inbound operations.
• Evaluate adherence and initiate immediate improvements.
• Conduct real-time discussions with stakeholders to address operational needs.
• Generate and process schedule adherence reports, implementing contingency plans as required.
• Collaborate with the operations team to analyze and enhance delivery processes.
• Contribute ideas for process and service improvement planning.
• Utilize trends and reports to forecast requirements.
• Support projects and additional duties as assigned.
  

About You:

• At least 1-2 year experience as Realtime Analyst in BPO industry
• Must be a College Graduate
• Knowledge of Automatic Call Distribution (ACD), forecasting, and scheduling.
• Strong attention to detail and accuracy.
• Experience creating MS Excel reports and templates.
• Excellent organizational and analytical skills.
• Professional oral and written communication abilities.
• Adaptability to change with a strong attendance record.
  

Why Join Us:

At Support Services Group, we're more than just a workplace — we're a community dedicated to excellence. When you join our team, you'll have the opportunity to grow both personally and professionally, with ample room for advancement and skill development. Plus, you'll be surrounded by supportive colleagues who share your passion for delivering unparalleled customer service.

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.