Remote Real-Time Analyst | SLA & Workforce Optimization

Peak Support; Philippines; Remote; PHP 335,000 - 614,000; Full time

Job summary

Peak Support LLC in the Philippines is seeking a Real-Time Analyst to support daily workforce operations and ensure service levels are met in a fully remote setting.

This role requires strong Excel skills, familiarity with workforce management, and experience with contact center tools; you will generate reports, forecast headcount, and collaborate with operations to continually improve SLA. You will work with a diverse, global team and contribute to ongoing process improvements.

Qualifications

• Demonstrate sound work ethics.
• Mid to advanced Excel / Google Sheets including advanced formulas; Word and Email.
• Proficiency of VBA Macros is a plus.
• Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin is a plus.
• Ability to create reports in Excel and forecast results.
• Attention to detail and high level of accuracy.
• Ability to multi-task, focus and complete reports for extended periods of time.
• Previous call center experience REQUIRED.
• Previous Workforce Management experience is considered an asset.

Responsibilities

• Manage the call volume, break schedules, start, and stop times, over-time (as needed) and attendance
• Work closely with the operations team (manager and team leads) to analyze and help improve their delivery processes
• Generate PTO allocation daily, weekly, and monthly
• Manage the daily operations bridge and ensure that all leads are calibrated with the needs to improve SLA
• Produce daily, biweekly, and monthly internal reports
• Use trends and reports to forecast requirements (schedule and headcount)
• Assist with projects and other duties as requested or assigned by his/her manager/director

Skills

Excel / Google Sheets

VBA Macros

Call center experience

Workforce management

Attention to detail

Multitasking

Communication skills

Time management

Tools

IEX

CMS

Avaya

Symposium

Blue Pumpkin

Job description

Peak Support LLC in the Philippines is seeking a Real-Time Analyst to support daily workforce operations and ensure service levels are met in a fully remote setting.

This role requires strong Excel skills, familiarity with workforce management, and experience with contact center tools; you will generate reports, forecast headcount, and collaborate with operations to continually improve SLA. You will work with a diverse, global team and contribute to ongoing process improvements.