Real-Time Contact Center Optimizer

Premier LLC; Philippines; On-site; PHP 279,000 - 390,600; Full time

Job summary

Premier LLC is seeking a Real-Time Analyst in the Philippines to oversee daily contact center operations. The analyst ensures optimal agent availability, schedule adherence, and service level targets through effective monitoring.

The ideal candidate has 1-2 years of experience in a BPO environment and is proficient in data analysis and communication. Strong attention to detail is crucial for handling multiple tasks and suggesting performance improvements.

Qualifications

• 1-2 years of experience in a BPO or similar environment.
• Clear communicator who works well under pressure.
• Detail-oriented and able to handle multiple tasks.

Responsibilities

• Oversee daily contact center operations to meet service goals.
• Monitor agent schedules and alert supervisors of issues.
• Balance team workloads during call spikes.
• Prepare and share regular performance updates.
• Communicate important updates quickly.

Skills

Monitoring real-time operations

Data analysis

Communication skills

Attention to detail

Education

Degree preferred in a related field

Relevant experience in contact center or workforce management

Tools

Excel

Job description

Premier LLC is seeking a Real-Time Analyst in the Philippines to oversee daily contact center operations. The analyst ensures optimal agent availability, schedule adherence, and service level targets through effective monitoring.

The ideal candidate has 1-2 years of experience in a BPO environment and is proficient in data analysis and communication. Strong attention to detail is crucial for handling multiple tasks and suggesting performance improvements.