Retail Real-Time Analyst - Onsite Cebu

TASQ Staffing Solutions; Cebu City; On-site; PHP 334,800 - 502,200; Full time

Job summary

A staffing solutions firm is seeking a BPO Real Time Analyst to manage real-time monitoring, staffing, and reporting processes onsite in Cebu City. Candidates should have a minimum of 2 years' experience as a Real-Time Analyst, proficiency in Excel, and knowledge of tools like IEX/Verint or Genesys. This role involves monitoring call volumes, adjusting schedules, and generating performance reports to enhance operational efficiency.

Qualifications

• Minimum of 2 years as a Real-Time Analyst (RTA)
• Experience managing real-time adherence and scheduling tools

Responsibilities

• Continuously oversee call/chat volumes, agent availability, service levels, and other KPIs.
• Adjust agent schedules, reallocate workloads, and handle breaks.
• Intervene in challenging call situations and resolve system issues.
• Generate performance reports and analyze data for improvements.

Skills

Knowledge of IEX/Verint or Genesys

Real-time monitoring skills

Proficient in Excel

Education

Undergraduate or college graduate

Job description

A staffing solutions firm is seeking a BPO Real Time Analyst to manage real-time monitoring, staffing, and reporting processes onsite in Cebu City. Candidates should have a minimum of 2 years' experience as a Real-Time Analyst, proficiency in Excel, and knowledge of tools like IEX/Verint or Genesys. This role involves monitoring call volumes, adjusting schedules, and generating performance reports to enhance operational efficiency.