Real-Time Call Center Optimizer

RemoteFetch; Cebu City; On-site; PHP 335,000 - 558,000; Full time

Benefits offered by this job

HMO Medical Insurance

Dental Coverage

Paid Vacation and Sick Leave

13th-Month Pay

Career Development Training

Corporate Employee Discounts

Job summary

ContactPoint360 is seeking a Real Time Analyst in Cebu City to manage call center traffic and ensure compliance with service level agreements. You will analyze trends, manage deviations in workload patterns, and provide critical data to operations.

This role requires a proactive individual with at least 1 year of experience in a contact center, proficient in WFM tools and Microsoft Office. Join us and be part of a culture that prioritizes excellence and employee development.

Qualifications

• At least 1 year of related contact centre experience.
• Proven experience in traffic management in a complex skills-based routing environment.
• Must have own device: i5 processor, 16GB RAM, at least 2 monitors.

Responsibilities

• Manage call traffic to meet service level agreements.
• Conduct load-balancing through skill-based routing.
• Provide real-time analysis around productivity scenarios.

Skills

Traffic management

Real-time analysis

Call center metrics

Staffing adherence

Communication skills

Problem-solving

Education

College graduate or secondary school diploma

Tools

WFM tools

MS Office

Google Suite

Open Office

Job description

ContactPoint360 is seeking a Real Time Analyst in Cebu City to manage call center traffic and ensure compliance with service level agreements. You will analyze trends, manage deviations in workload patterns, and provide critical data to operations.

This role requires a proactive individual with at least 1 year of experience in a contact center, proficient in WFM tools and Microsoft Office. Join us and be part of a culture that prioritizes excellence and employee development.