Real-Time Call Center Analyst | Hybrid, Day Shift, Bonus

Home Credit Philippines; Quezon City; Hybrid; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Hybrid work set-up

Permanent dayshift schedule

Up to 20% variable bonus

HMO on Day 1 / HMO with dependents

Mental health coverage and wellness

Wellness Leave and Birthday Leave

Internal Career Mobility

Job summary

Home Credit Philippines is seeking a Real Time Analyst to monitor queues and manage call center metrics from its Quezon City office. You will produce timely reports, analyze data, and coordinate with stakeholders to maintain service levels.

You will work in a hybrid setup, using Genesys, CCPulse, Excel and Power BI to monitor performance, re-skill agents, and ensure accurate team rosters. A proactive, data-driven communicator is essential.

Qualifications

• Comfortable with Excel, Power BI and other reporting tools.
• Strong grasp of queue monitoring using different workforce management tools.
• Knowledge in scheduling and forecasting is an advantage but not required.
• Ability to perform data analysis; high attention to detail.
• Able to work independently and proactively.
• Good interpersonal communication skills.

Responsibilities

• Monitors the queue using Genesys interface and CCpulse.
• Ensures accurate and timely reporting of data such as AWT, Abandon Rate, Number of Calls.
• Re-skills agents based on account needs.
• Configures CCPulse view based on account holder's preference.
• Ensures update of team rosters per LOB in Gen Admin is regularly done.
• Coordinates with stakeholders regarding monitoring queues and working with reports.
• Participates in team meetings to ensure tasks are updated.
• Creates and maintains reports using Excel and Power BI.
• Fulfils data extraction requests.
• Coordinate with IT for issues affecting real time servicing (workstation, network, tool issues).
• Additional tasks may be required.

Skills

Excel

Power BI

Reporting tools

Workforce management tools

Data analysis

Attention to detail

Independent work

Interpersonal communication

Tools

Genesys

CCPulse

Job description

Home Credit Philippines is seeking a Real Time Analyst to monitor queues and manage call center metrics from its Quezon City office. You will produce timely reports, analyze data, and coordinate with stakeholders to maintain service levels.

You will work in a hybrid setup, using Genesys, CCPulse, Excel and Power BI to monitor performance, re-skill agents, and ensure accurate team rosters. A proactive, data-driven communicator is essential.