Start ASAP! Real Time Analyst - Teleperformance MOA

Teleperformance; Pasay; On-site; PHP 391,000 - 580,000; Full time

Job summary

Teleperformance in Mall of Asia, Pasay City invites you to join as a Real Time Analyst. You will monitor real-time performance metrics, adjust staffing, and support service delivery in a high-volume contact center.

The role requires strong data skills, communication, and a collaborative mindset. You will generate reports, identify trends, and contribute to process improvements while coaching agents to raise performance.

Qualifications

• 1+ years of experience in a call centre or customer service operations role.
• Proficient in data analysis, modelling and reporting using Excel, SQL and Power BI.
• Excellent communication and interpersonal skills to liaise effectively with agents, team leaders and managers.
• Strong problem-solving and critical thinking abilities to identify and resolve issues.
• Experience in implementing process improvements and change management initiatives.
• A team player with the ability to work collaboratively in a fast-paced, high-volume environment.

Responsibilities

• Closely monitoring call centre performance metrics in real-time and making adjustments to staffing and processes as needed
• Analysing data to identify trends, issues and opportunities for improvement
• Collaborating with team leaders and managers to ensure service level agreements are met
• Providing regular reporting and presentations to key stakeholders
• Identifying, escalating and troubleshooting any operational issues promptly
• Participating in the development and implementation of new initiatives and process improvements
• Mentoring and coaching call centre agents to enhance their skills and performance

Skills

Data analysis

Stakeholder communication

Process improvement

Team collaboration

Problem solving

Tools

Excel

SQL

Power BI

Job description

About the role

Teleperformance is hiring for a dynamic and challenging role as a Real Time Analyst to join our vibrant team in our Mall of Asia, Pasay City location. As a Real Time Analyst, you will play a vital part in ensuring the smooth and efficient operation of our call centre, using your analytical skills to monitor performance and make data-driven decisions to optimise our service delivery. This is a full-time position based in our centrally located office.

What you'll be doing

1. Closely monitoring call centre performance metrics in real-time and making adjustments to staffing and processes as needed

2. Analysing data to identify trends, issues and opportunities for improvement

3. Collaborating with team leaders and managers to ensure service level agreements are met

4. Providing regular reporting and presentations to key stakeholders

5. Identifying, escalating and troubleshooting any operational issues promptly

6. Participating in the development and implementation of new initiatives and process improvements

7. Mentoring and coaching call centre agents to enhance their skills and performance

What we're looking for

1. 1+ years of experience in a call centre or customer service operations role, with a strong track record of analysing and optimising performance

2. Proficient in data analysis, modelling and reporting using tools such as Excel, SQL and Power BI

3. Excellent communication and interpersonal skills to liaise effectively with agents, team leaders and managers

4. Strong problem-solving and critical thinking abilities to identify and resolve issues

5. Experience in implementing process improvements and change management initiatives

6. A team player with the ability to work collaboratively in a fast-paced, high-volume environment

What we offer

At Teleperformance, we are committed to providing our employees with a rewarding and fulfilling work experience. In addition to a competitive salary, we offer a range of benefits including generous leave entitlements, comprehensive healthcare coverage, professional development opportunities, and a vibrant company culture with regular social events.

About us

Teleperformance is a global leader in providing outsourced customer experience and business process services. With a presence in over 80 countries, we are dedicated to delivering exceptional service and innovative solutions to our clients. Our team of over 380,000 passionate employees worldwide is committed to creating a positive impact in the communities we serve.