Real Time Analyst | Philippines

Peak Support; Philippines; Remote; PHP 360,000 - 600,000; Full time

Job summary

Peak Support is seeking a Real-Time Analyst to join our Workforce team, supporting daily operations and helping ensure SLAs are met across our client lines. The role focuses on managing call volume, break schedules, attendance, and generating reports; you will forecast requirements and collaborate with operations to improve delivery processes.

We offer remote work with an established team and opportunities for growth as we expand.

Qualifications

• Demonstrate sound work ethics.
• Must have mid to advanced level Microsoft Excel / Google sheet skills – Including advanced formulas, also Word and Email
• Proficiency of VBA Macros is a plus
• Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin is a plus
• Ability to create reports in Excel and forecast results
• Attention to detail and high level of accuracy
• Ability to multi-task, focus and complete reports for extended periods of time
• Previous call center experience REQUIRED
• Previous Workforce Management experience is considered an asset

Responsibilities

• Manage the call volume, break schedules, start, and stop times, over-time (as needed) and attendance
• Work closely with the operations team to analyze and help improve their delivery processes
• Generate PTO allocation daily, weekly, and monthly
• Manage the daily operations bridge and ensure that all leads are calibrated with the needs to improve SLA
• Produce daily, biweekly, and monthly internal reports
• Use trends and reports to forecast requirements (schedule and headcount)
• Assist with projects and other duties as requested or assigned by his/her manager/director

Skills

Time management

Attention to detail

Problem solving

Communication skills

Adaptability

Team player

Tools

Microsoft Excel

Google Sheets

VBA Macros

Microsoft Word

Email

IEX

CMS

Avaya

Symposium

Blue Pumpkin

Job description

We are growing and we're seeking a Real-Time Analyst to join our Workforce team, support daily workforce operations and help ensure service level agreements are consistently met.

Main Objective:

• The Real-Time Analyst is responsible for managing day to day and ensuring that the service level agreements for various lines of businesses are met.

Essential Duties and Responsibilities:

• Manage the call volume, break schedules, start, and stop times, over-time (as needed) and attendance
• Work closely with the operations team (manager and team leads) to analyze and help improve their delivery processes
• Generate PTO allocation daily, weekly, and monthly
• Manage the daily operations bridge and ensure that all leads are calibrated with the needs to improve SLA
• Produce daily, biweekly, and monthly internal reports
• Use trends and reports to forecast requirements (schedule and headcount)
• Assist with projects and other duties as requested or assigned by his/her manager/director

To be successful you must:

• Have the ability to take initiative
• Have good time management with the ability to work with minimal supervision and under tight timelines
• Have an excellent attendance record
• Have strong problem-solving skills
• Be a flexible team player with a positive attitude
• Be capable of managing multiple, simultaneous projects
• Be friendly and professional with a positive attitude
• Be organized with the ability to adapt quickly and effectively to change
• Be able to communicate professionally - oral and written

Work from Home PLUS

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth.

Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members. When we can, we get together in person. We believe that building offline relationships is critical to successful online work.

At Peak Support, we stay true to our commitment to support not just the client but also our team members. Thus, we are excited to announce that we are opening the Real Time Analyst post to support our team members from Business Solutions.

We are looking for someone who strongly represents Peak Support's core values, and who cares deeply about Peak Support's vision and mission. The Real Time Analyst will help improve the team's efficiency by applying their expert knowledge to resolve complex challenges.

Requirements

• Demonstrate sound work ethics
• Must have mid to advanced level Microsoft Excel / Google sheet skills – Including advanced formulas, also Word and Email
• Proficiency of VBA Macros is a plus
• Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin is a plus
• Ability to create reports in Excel and forecast results
• Attention to detail and high level of accuracy
• Ability to multi-task, focus and complete reports for extended periods of time
• Previous call center experience REQUIRED
• Previous Workforce Management experience is considered an asset