Real-Time Workforce Analyst: Optimize Service Levels

Compass Experience Labs; Manila; On-site; PHP 335,000 - 670,000; Full time

Job summary

Compass Experience Labs is seeking a Real Time Analyst to manage and balance service levels across internal locations. You will analyze live data, summarize findings, and communicate performance updates to stakeholders to drive improvements.

The role requires real-time analytics knowledge, data visualization, and strong problem-solving skills to adapt to fast-paced changes and uphold contractual service levels.

Qualifications

• Must have real-time analytics knowledge and be able to summarize, visualize, and present data with key call center metrics.
• Strong communication skills and the ability to keep stakeholders informed across teams.
• Excellent analytical abilities, attention to detail, and the capacity to work under pressure.
• Proficient organizational skills and the ability to manage multiple tasks and deadlines.

Responsibilities

• Updates and processes data for real-time performance analysis.
• Obtains quantifiable performance figures to address account performance issues.
• Monitors the queue to ensure service levels are met across locations and lines of business.
• Communicates performance updates to management and key decision-makers.
• Keeps up to date on policies addressing day-to-day issues for accounts.

Skills

Real-time analytics

Data visualization

Communication skills

Analytical skills

Organizational skills

Ability to handle pressure

Education

High school diploma or equivalent

Tools

Headset

Internet connection

Computer/Laptop

Job description

Compass Experience Labs is seeking a Real Time Analyst to manage and balance service levels across internal locations. You will analyze live data, summarize findings, and communicate performance updates to stakeholders to drive improvements.

The role requires real-time analytics knowledge, data visualization, and strong problem-solving skills to adapt to fast-paced changes and uphold contractual service levels.