Real-Time Operations Analyst (Call Center)

Helpware Inc.; Taguig; On-site; PHP 360,000 - 480,000; Full time

Benefits offered by this job

Job summary

Helpware Inc. is seeking a Real-Time Analyst to maintain optimal service levels across Operations accounts in the Philippines. The role serves as the central point for real-time updates, escalating events that impact performance and communicating critical information to management.

The candidate will monitor queues, provide action plans, train team captains and new hires, and stay informed on policies to resolve issues that affect service levels. Strong English communication is required.

Qualifications

• At least 1 year of Workforce Management experience in call center/customer service.
• Formal training in workforce management preferred; real-time data analysis and queue management.
• Proficiency with MS Office and call center software systems.

Responsibilities

• Updates and processes data for real-time performance analysis and reporting.
• Monitors queue against service levels; communicates action plans to management.
• Escalates major incidents and documents account performance for decision-makers.
• Stays updated on policies; suggests responses to attainment issues.

Skills

English fluency

Time management

Analytical

Communication

Leadership

Decision making

Tools

Baleen

BluePumpkin

CentreVu

NICE

iEX

Verint

MS Excel

Job description

Helpware Inc. is seeking a Real-Time Analyst to maintain optimal service levels across Operations accounts in the Philippines. The role serves as the central point for real-time updates, escalating events that impact performance and communicating critical information to management.

The candidate will monitor queues, provide action plans, train team captains and new hires, and stay informed on policies to resolve issues that affect service levels. Strong English communication is required.