Real Time Analyst (One Montage, Cebu)

IntouchCX; Cebu City; Presencial; PHP 201.000 - 357.000; Jornada completa

Descripción de la vacante

IntouchCX is seeking a Real Time Analyst to monitor and optimize real-time performance across our contact center teams in Cebu City. You will interpret data, communicate findings to leaders, and adjust staffing and schedules to meet forecasted volumes.

The role requires strong data entry accuracy, excellent communication, and the ability to learn multiple software programs while staying adaptable in a fast-paced environment.

Formación

• 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.
• 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.

Responsabilidades

• 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 elevate issues regarding attendance adherence.
• Work with team members to ensure they know their statistics related to the schedule.

Conocimientos

Good communication

Analytical problem solving

Multitasking and self-management

Data entry accuracy

Adaptability to learn new software

Educación

High school diploma or equivalent (required)

Some post-secondary or completion of post-secondary schooling (preferred)

Herramientas

MS Word

Excel

Descripción del empleo

About the role

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.

Key responsibilities

• 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 elevate issues regarding attendance adherence
• Work with team members to ensure they know their statistics related to the schedule

About you

• 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
• 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