Real-Time CX Operations Analyst (On-Site, Shift Work)

Atain; Iloilo City; On-site; PHP 391,000 - 614,000; Full time

Job summary

ATAIN is a leading next-gen customer experience company specializing in AI-led transformative experiences for global brands. With a focus on digital and human intelligence, ATAIN manages end-to-end CX journeys across Travel and High Growth Tech industries.

The role requires monitoring real-time ACD states, staffing, and performance analytics, with on-site work in Iloilo. You will deliver regular reports, collaborate with the Operations Management Team, and escalate risks to client counterparts.

Qualifications

• Preferably a graduate of any bachelor’s degree.
• Minimum 1 year BPO experience.
• Excellent spoken and written English.
• Proficient in computer operations with minimal supervision.

Responsibilities

• Monitors real-time ACD work state of agents, schedule and break adherences, and agents exceeding thresholds.
• Ensure staffing and service levels are within acceptable range.
• Conducts analyses and recommends solutions to real-time performance issues with the Operations Management Team.
• Approves discretionary activities to increase occupancy and take advantage of high availability.
• Increases staffing level during IRROPS or high call volume.
• Administration of intraday schedule changes.
• Ensure all required WFM data is tracked and trended on a continuous basis.
• Delivers regular and ad-hoc reports on time as requested by clients.
• Communicates identified risks to Operations Leadership, Management, Technology Team, and client counterparts including outages and system issues.

Skills

English communication

Computer proficiency

Self-supervision

Stress tolerance

Analytical thinking

Education

Bachelor’s degree

Job description

ATAIN is a leading next-gen customer experience company specializing in AI-led transformative experiences for global brands. With a focus on digital and human intelligence, ATAIN manages end-to-end CX journeys across Travel and High Growth Tech industries.

The role requires monitoring real-time ACD states, staffing, and performance analytics, with on-site work in Iloilo. You will deliver regular reports, collaborate with the Operations Management Team, and escalate risks to client counterparts.