Real-Time Analyst: Optimize Call Traffic & Staffing

CP360; Cebu City; Sur place; PHP 360 000 - 480 000; Plein temps

Résumé du poste

CP360 in Cebu is seeking a Real Time Analyst to manage call center traffic, ensuring service levels and providing real-time and historical data to stakeholders.

You will analyze call volumes, staff productivity, and scheduling, collaborating with operations to implement action plans. The role requires 1 year of contact centre experience and familiarity with WFM tools such as eWFM, Avaya, Verint, Genesys, Cisco, IEX, plus MS Office or Google Suite.

Qualifications

• Preferably a college graduate, or at least with a secondary school diploma.
• At least 1 year of related contact centre experience.
• Experience in traffic management in a complex skills-based routing environment.
• 1+ year of working experience with WFM tools (eWFM, Avaya, Verint, Genesys, Cisco, IEX) and office apps.

Responsabilités

• Manage day-to-day call traffic to meet service level agreements.
• Conduct load-balancing through skill-based routing.
• Provide real-time and historical call center data to internal/external stakeholders.
• Develop staffing proposals and adjust schedules to balance workload.
• Communicate plans to operations management and support real-time decision making.

Connaissances

Real-time analysis

WFM tools

Communication skills

Multitasking

Formation

College degree or high school diploma

Outils

eWFM

Avaya

Verint

Genesys

Cisco

IEX

MS Office

Google Suite

Open Office

Description du poste

CP360 in Cebu is seeking a Real Time Analyst to manage call center traffic, ensuring service levels and providing real-time and historical data to stakeholders.

You will analyze call volumes, staff productivity, and scheduling, collaborating with operations to implement action plans. The role requires 1 year of contact centre experience and familiarity with WFM tools such as eWFM, Avaya, Verint, Genesys, Cisco, IEX, plus MS Office or Google Suite.