Real Time Analyst | Offshore

Ssg Philippines; Pasig; On-site; PHP 391,000 - 558,000; Full time

Job summary

Support Services Group in the Philippines seeks a RealTime Analyst to optimize inbound operations. You will monitor real-time agent status, adjust staffing, and drive adherence improvements while interacting with stakeholders to meet service targets.

The role emphasizes analytics, reporting in Excel, and adaptability within a dynamic contact-center environment.

Qualifications

• 1–2 years as a RealTime Analyst in a BPO environment.
• College graduate required.
• Knowledge of ACD, forecasting and scheduling.
• Strong attention to detail and accuracy.
• Experience creating MS Excel reports/templates.
• Excellent organizational and analytical abilities.
• Professional oral and written communication.
• Adaptability to change with strong attendance.

Responsibilities

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

Skills

ACD

Forecasting

Scheduling

MS Excel

Analytical skills

Communication

Attendance discipline

Education

Bachelor's 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.

Ready to take the next step in your career?

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.