Real Time Analyst (Offshore)
ssg-philippines
Job description
About the role
The Real Time Analyst will monitor agent activity in real‑time, ensuring optimal staffing levels for inbound call operations and supporting service excellence.
Key responsibilities
- Monitor agent status and call volume to maintain appropriate staffing levels.
- Generate schedule adherence reports and implement contingency plans as needed.
- Evaluate adherence, initiate immediate improvements, and conduct real‑time discussions with stakeholders.
- Collaborate with operations to analyze and enhance delivery processes.
- Use trends and reports to forecast staffing requirements.
Required profile
- 1‑2 years experience as a Real‑time Analyst in a BPO environment.
- College graduate with strong attention to detail and accuracy.
- Excellent organizational, analytical, and communication skills.
- Adaptable with a strong attendance record.
Required skills
- Knowledge of Automatic Call Distribution (ACD) systems.
- Forecasting and scheduling expertise.
- Proficiency in creating Microsoft Excel reports and templates.
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Published 1 hour ago
Expires 1 month from now
1 views · 0 interested
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ssg-philippines