Deskripsi Pekerjaan
Are you a highly analytical and proactive individual with a passion for optimizing operational efficiency? SixEleven, a rapidly growing leader in the BPO industry, is looking for a talented BPO Real-Time Analyst to join our dynamic team in Davao City. Since our inception in 2005 with just 20 seats, we have exploded to over 6,000 seats, consistently delivering exceptional service and fostering a culture of success. This is your chance to be part of our remarkable journey!
As a Real-Time Analyst, you will play a critical role in ensuring the seamless operation of our call center by monitoring performance in real-time, proactively identifying potential issues, and implementing immediate solutions. You'll be the eyes and ears of our operations, directly impacting service levels, agent productivity, and ultimately, customer satisfaction. This role is essential for maintaining our high standards of service delivery and ensuring our customers receive the best possible experience.
If you thrive in a fast-paced environment and have a keen eye for data, this opportunity at SixEleven is perfect for you to leverage your skills and contribute to our continued expansion. We are committed to providing a supportive work environment where you can grow professionally and make a tangible difference. Join a company that values growth, innovation, and its people. Apply now and help us write the next chapter of our success story!
Tanggung Jawab
- Monitor real-time call center performance metrics including service levels, average handle time (AHT), agent states, and queue occupancy.
- Identify and escalate potential service impacting issues (e.g., system outages, unexpected call spikes, agent login issues) to the appropriate stakeholders promptly.
- Ensure agent adherence to schedules, breaks, and lunches, and address non-adherence with operations teams.
- Generate and distribute intraday performance reports and updates to leadership, highlighting key trends and deviations.
- Execute real-time staffing adjustments based on current call volumes, agent availability, and forecast variances to optimize resource utilization.
- Communicate effectively with operations management and team leaders to provide insights and collaborate on action plans for performance improvement.
- Support Workforce Management (WFM) initiatives by ensuring data accuracy and contributing to overall operational efficiency.
Kualifikasi
- At least 1-2 years of proven experience in a Real-Time Analyst (RTA) or Workforce Management (WFM) role within a BPO/call center environment.
- Solid understanding of call center metrics, operations, and service level management principles.
- Proficiency in using Workforce Management (WFM) software (e.g., Aspect, Verint, Genesys) and ACD systems.
- Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUPs, data analysis) for reporting and analysis.
- Strong analytical and problem-solving skills with the ability to interpret data and make quick, informed decisions.
- Excellent verbal and written communication skills, with the ability to present information clearly to various audiences.
- Ability to work effectively in a fast-paced, high-pressure environment and adapt to changing priorities.
- High level of attention to detail and accuracy.