Real-Time Call Center Operations Analyst

eClerx LLC; Muntinlupa; On-site; PHP 391,000 - 558,000; Full time

Job summary

eClerx LLC seeks a Real-Time Analyst to monitor and manage real-time contact center operations, ensuring service levels, staffing efficiency, and performance targets are met. You will track attendance, schedule adherence, call volumes, queue performance, and staffing needs, providing timely updates to Operations and Workforce Management teams.

You will identify risks, coordinate with supervisors, and recommend real-time actions, such as schedule changes or overtime, while preparing intraday

Qualifications

• Strong analytical and problem-solving abilities.
• Excellent communication and coordination skills.
• Ability to make timely decisions under pressure.

Responsibilities

• Monitor real-time call center performance including service levels and queue volumes.
• Track attendance, schedule adherence, and availability during shifts.
• Identify and escalate risks such as staffing shortages and excessive queues.
• Coordinate breaks, coaching sessions, and schedule adjustments with supervisors.
• Prepare intraday performance reports and dashboards for stakeholders.
• Document incidents and actions taken to mitigate service-level risks.

Skills

Analytical skills

Decision making

Communication

Pressure handling

Tools

Microsoft Excel

NICE

Verint

Calabrio

Job description

eClerx LLC seeks a Real-Time Analyst to monitor and manage real-time contact center operations, ensuring service levels, staffing efficiency, and performance targets are met. You will track attendance, schedule adherence, call volumes, queue performance, and staffing needs, providing timely updates to Operations and Workforce Management teams.

You will identify risks, coordinate with supervisors, and recommend real-time actions, such as schedule changes or overtime, while preparing intraday