Real-Time Analytics Specialist - Call Center Metrics

Home Credit Philippines; Quezon City; On-site; PHP 300,000 - 450,000; Full time

Benefits offered by this job

HMO on Day 1

Wellness leave

Birthday leave

Mental health coverage

Internal career mobility

Performance bonus up to 20%

Job summary

Home Credit Philippines is seeking a Real Time Analyst to monitor call center queues, generate timely reports, and collaborate with stakeholders to manage metrics like service level, AWT, and Abandon Rate. The role requires proficiency in Excel, Power BI, and CCPulse/Genesys tools.

You will monitor queues, update team rosters, and coordinate with IT for any tool issues. A strong eye for detail and independent work style are essential, with up to 20% performance bonus and wellness benefits

Qualifications

• Proficient with Excel and Power BI for reporting.
• Strong data analysis and attention to detail.
• Experience with queue monitoring and WFM tools is advantageous.

Responsibilities

• Monitor call queues and manage real-time metrics.
• Produce timely reports on AWT, Abandon Rate, calls, etc.
• Coordinate with stakeholders to optimize service levels.
• Maintain team rosters and CCPulse views as required.
• Create and maintain reports using Excel and Power BI.
• Escalate IT or tool issues affecting real-time servicing.

Skills

Excel

Power BI

Queue monitoring

Data analysis

Independent work

Interpersonal communication

Tools

Genesys

CCPulse

Gen Admin

Excel/Power BI

Job description

Home Credit Philippines is seeking a Real Time Analyst to monitor call center queues, generate timely reports, and collaborate with stakeholders to manage metrics like service level, AWT, and Abandon Rate. The role requires proficiency in Excel, Power BI, and CCPulse/Genesys tools.

You will monitor queues, update team rosters, and coordinate with IT for any tool issues. A strong eye for detail and independent work style are essential, with up to 20% performance bonus and wellness benefits