Real-Time Call Center Performance Analyst

IBEX Global Solutions (Philippines) Inc.; Davao City; On-site; PHP 279,000 - 469,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Real Time Analyst to balance service levels across programs and locations." The analyst will monitor real-time call volume, schedule conformance, and agent adherence to plans, while working with WFM to optimize staffing and performance.

The role requires a Bachelor’s degree or equivalent experience, at least 1 year in real-time monitoring or workforce analysis, and advanced MS Excel skills with IEX and CMS knowledge.

Qualifications

• Bachelor’s degree or equivalent work experience.
• At least 1 year experience in Real-Time Monitoring or Workforce Analysis.
• Advanced knowledge in MS Excel and WF tools IEX and CMS.
• Strong problem solving and analytical abilities.

Responsibilities

• Monitor real-time call volume and schedule conformance to optimize staffing.
• Coordinate same-day/off-line scheduling to maintain performance.
• Provide forecasting inputs for scheduling in IEX.
• Monitor CMS and RTA for agent adherence to schedules.
• Analyze trends in call volume, AHT, attendance to plan staffing.

Skills

Strong communication skills

Excellent analytical skills

Above average reporting skills

Organizational skills

Time management skills

Ability to work on several projects

Sound and accurate decision making

Professional demeanor

Team collaboration

Independent work under pressure

Education

Bachelor’s Degree (any field) or equivalent work experience

Tools

MS Excel

IEX

CMS

Job description

IBEX Global Solutions (Philippines) Inc. is seeking a Real Time Analyst to balance service levels across programs and locations." The analyst will monitor real-time call volume, schedule conformance, and agent adherence to plans, while working with WFM to optimize staffing and performance.

The role requires a Bachelor’s degree or equivalent experience, at least 1 year in real-time monitoring or workforce analysis, and advanced MS Excel skills with IEX and CMS knowledge.