Real-Time Call Center Performance Analyst

Teleperformance; Pasay; On-site; PHP 391,000 - 580,000; Full time

Job summary

Teleperformance in Mall of Asia, Pasay City invites you to join as a Real Time Analyst. You will monitor real-time performance metrics, adjust staffing, and support service delivery in a high-volume contact center.

The role requires strong data skills, communication, and a collaborative mindset. You will generate reports, identify trends, and contribute to process improvements while coaching agents to raise performance.

Qualifications

• 1+ years of experience in a call centre or customer service operations role.
• Proficient in data analysis, modelling and reporting using Excel, SQL and Power BI.
• Excellent communication and interpersonal skills to liaise effectively with agents, team leaders and managers.
• Strong problem-solving and critical thinking abilities to identify and resolve issues.
• Experience in implementing process improvements and change management initiatives.
• A team player with the ability to work collaboratively in a fast-paced, high-volume environment.

Responsibilities

• Closely monitoring call centre performance metrics in real-time and making adjustments to staffing and processes as needed
• Analysing data to identify trends, issues and opportunities for improvement
• Collaborating with team leaders and managers to ensure service level agreements are met
• Providing regular reporting and presentations to key stakeholders
• Identifying, escalating and troubleshooting any operational issues promptly
• Participating in the development and implementation of new initiatives and process improvements
• Mentoring and coaching call centre agents to enhance their skills and performance

Skills

Data analysis

Stakeholder communication

Process improvement

Team collaboration

Problem solving

Tools

Excel

SQL

Power BI

Job description

Teleperformance in Mall of Asia, Pasay City invites you to join as a Real Time Analyst. You will monitor real-time performance metrics, adjust staffing, and support service delivery in a high-volume contact center.

The role requires strong data skills, communication, and a collaborative mindset. You will generate reports, identify trends, and contribute to process improvements while coaching agents to raise performance.