Real Time Analyst | Offshore

Support Services Group; Pasig; On-site; PHP 279,000 - 446,000; Full time

Job summary

Support Services Group in the Philippines is seeking a Real-time Analyst to optimize agent utilization in inbound operations. The role involves monitoring live metrics, managing schedules, and collaborating with the operations team to drive performance.

The ideal candidate has 1–2 years in BPO, is a college graduate, and proficient in ACD, forecasting, scheduling, and Excel reporting. Strong attention to detail and communication skills are essential for success.

Qualifications

• 1–2 years of experience as Real-time Analyst in BPO
• 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, daily attendance, and program break schedules to optimize agent allocation.
• Assist in setting metrics and targets for service excellence.
• 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.

Skills

BPO experience

Real-time analysis

Forecasting

Scheduling

Attention to detail

Organizational skills

Communication skills

Attendance record

Education

College Graduate

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.