Real-Time Call Center Metrics Analyst

Home Credit; Quezon City; On-site; PHP 420,000 - 600,000; Full time

Benefits offered by this job

HMO on Day 1

HMO with dependents

Mental health coverage

Wellness Leave

Birthday Leave

Internal Career Mobility

Job summary

Home Credit Philippines is hiring a Real Time Analyst to monitor queues, maintain reports, and coordinate with stakeholders to manage call center metrics. You will use Genesys, CCPulse, Excel, and Power BI to ensure timely data and actionable insights.

The role requires strong attention to detail, ability to work independently, and good communication. A performance-based bonus of up to 20% is offered, along with comprehensive health coverage and wellness benefits.

Qualifications

• Proficient in data analysis and reporting.
• Strong ability to monitor queues and generate insights.
• Good communication with stakeholders and teams.

Responsibilities

• Monitors the queue using Genesys interface and CCPulse.
• Ensures accurate and timely reporting of data such as AWT and Abandon Rate.
• Re-skills agents based on account needs.
• Configures CCPulse view per account holder’s preference.
• Updates team rosters per LOB in Gen Admin regularly.
• Coordinates with stakeholders on monitoring queues and reports.
• Participates in team meetings and updates tasks.
• Creates and maintains reports using Excel and Power BI.
• Coordinates with IT for real time servicing issues.

Skills

Data analysis

Queue monitoring

Stakeholder coordination

Interpersonal communication

Independent work

Attention to detail

Tools

Excel

Power BI

Job description

Home Credit Philippines is hiring a Real Time Analyst to monitor queues, maintain reports, and coordinate with stakeholders to manage call center metrics. You will use Genesys, CCPulse, Excel, and Power BI to ensure timely data and actionable insights.

The role requires strong attention to detail, ability to work independently, and good communication. A performance-based bonus of up to 20% is offered, along with comprehensive health coverage and wellness benefits.