Realtime Analyst - Retail

Nature Of the Account: Retail

Start Date: 15-Aug

Type of Support: Voice

Work Arrangement: 100% Onsite (Cebu)

Shift Schedule | Restdays: 24x7

Educational Requirement: Undergraduate/College Grad

Work Experience:

• Minimum 2 years exp as RTA
• Preferred: tools knowledge like IEX/Verint, or Genesys
• Handles real time adherance/scheduler tools
• Primary database: Excel (must know how to use)

Responsibilities:

• Real-Time Monitoring: Continuously track call/chat volumes, agent availability, service level adherence, and other key performance indicators (KPIs) using real-time monitoring tools and systems.
• Staffing and Scheduling Management: Adjust agent schedules, redistribute workloads, and manage breaks and time-off requests to ensure optimal staffing levels and adherence to schedules in response to real-time call volumes and agent availability.
• Addressing Operational Issues: Intervene in challenging or unprofessional call situations, address system issues, and work with operations to minimize service disruptions.
• Reporting and Analysis: Produce daily, weekly, and monthly reports on performance trends, analyze data to identify areas for improvement, and provide recommendations for enhanced efficiency and customer satisfaction.