Real Time Analyst - Cebu
- Cebu City, Cebu
- Permanent
- Full-time
Account Type: RetailStart Date: August 15Support Type: VoiceWork Setup: Fully Onsite in CebuShift & Rest Days: 24/7 scheduleEducational Qualification: Undergraduate or College GraduateWork Experience:
- At least 2 years as a Realtime Analyst (RTA)
- Preferred: Knowledge of tools such as IEX/Verint or Genesys
- Experience managing real-time adherence and scheduling tools
- Proficient in Excel for data management and analysis
- Real-Time Monitoring: Keep track of call/chat volumes, agent availability, service level compliance, and other KPIs using monitoring tools.
- Staffing & Scheduling: Modify agent schedules, redistribute workloads, and handle breaks and time-off requests to maintain optimal staffing and schedule adherence based on real-time data.
- Operational Issue Resolution: Address challenging calls, resolve system problems, and coordinate with operations to reduce service interruptions.
- Reporting & Analysis: Generate daily, weekly, and monthly performance reports, analyze data for trends, and suggest improvements to boost efficiency and customer satisfaction.