Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for workforce management and data-driven decision-making? IntouchCX is seeking a dedicated Real Time Analyst to join our high-performing operations team in Cebu. In this pivotal role, you will act as the 'pulse' of our contact center, ensuring that service levels are met and that our agents are effectively supported throughout the day.
As a Real Time Analyst, you will leverage your analytical mindset to monitor live performance metrics, identify trends, and implement immediate adjustments to optimize operational efficiency. We pride ourselves on creating a fast-paced yet supportive environment where your input directly impacts our ability to provide world-class customer service. If you are comfortable working with real-time data, thrive under pressure, and have a knack for proactive communication, we want to hear from you.
Tanggung Jawab
- Monitor real-time agent adherence to schedules and proactively identify gaps in service coverage.
- Execute real-time adjustments to intra-day activities, including breaks, meetings, and offline tasks, to maintain service level targets.
- Communicate operational status updates clearly and concisely to floor management and leadership teams.
- Analyze live call volumes and handle times to predict and mitigate potential service level risks.
- Generate and distribute daily performance reports to highlight key metrics and operational trends.
- Partner with Workforce Management (WFM) teams to refine forecasting models based on real-world floor observations.
- Ensure seamless coordination during unexpected spikes in volume or technical outages to maintain productivity.
Kualifikasi
- Previous experience in a Real Time Analyst, WFM, or Workforce Coordinator role within a BPO/Call Center environment.
- Strong analytical skills with proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, Formulas).
- Excellent communication skills to convey complex data findings to stakeholders at all levels.
- Ability to multitask and maintain composure in a high-pressure, fast-paced environment.
- Proven ability to identify operational trends and implement corrective actions.
- Flexible and willing to work in shifting schedules, including weekends and holidays.
- Strong problem-solving skills and a proactive approach to operational challenges.