Real-Time Analyst: Optimize Call Traffic & WFM

ContactPoint 360, Inc.; Philippines; On-site; PHP 335,000 - 446,000; Full time

Benefits offered by this job

HMO Medical Insurance

Dental Coverage

Paid Vacation and Sick Leave

13th-Month Pay

Career Development Training

Job summary

ContactPoint360, Inc. is seeking a Real Time Analyst in Cebu to manage call center traffic and ensure compliance with service level agreements. You will analyze call patterns, manage deviations, and work with supervisors to enhance operations.

This role requires at least 1 year of contact center experience and familiarity with WFM tools. We offer great benefits like HMO medical insurance, dental coverage, paid leave, and leadership training.

Qualifications

• At least 1 year of related contact centre experience.
• Proven experience in traffic management in a complex skills-based routing environment.
• Must have excellent verbal and written communication skills.

Responsibilities

• Manage call center traffic to ensure compliance with service level agreements.
• Analyze trends in call volumes and staffing requirements.
• Provide real-time analysis to support timely decisions.

Skills

Call traffic management

WFM tools experience

Communication skills

Problem-solving

Time management

Team player

Education

College graduate or secondary school diploma

Tools

eWFM

Avaya

Verint

Genesys

Cisco

Microsoft Office

Google Suite

Job description

ContactPoint360, Inc. is seeking a Real Time Analyst in Cebu to manage call center traffic and ensure compliance with service level agreements. You will analyze call patterns, manage deviations, and work with supervisors to enhance operations.

This role requires at least 1 year of contact center experience and familiarity with WFM tools. We offer great benefits like HMO medical insurance, dental coverage, paid leave, and leadership training.