Real Time Analyst - Cebu

Position Title: Realtime Analyst - Retail (Cebu) | Onsite
Account Type: Retail

Start Date: August 15

Support Type: Voice

Work Setup: Fully Onsite in Cebu

Shift & Rest Days: 24/7 schedule

Educational Qualification: Undergraduate or College Graduate

Work 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

Key Responsibilities:

• 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.