Deskripsi Pekerjaan
Are you a sharp, proactive professional with a knack for real-time operations and workforce management? TGT Global is looking for a dedicated Real Time Analyst to join our dynamic team in Eastwood, Metro Manila. This is a night shift role offering exceptional benefits from Day 1!
At TGT Global, we believe in supporting our people. As a Real Time Analyst, you will be the heartbeat of our operations floor, ensuring optimal service levels through diligent monitoring and real-time adjustments. You will work in a modern, state-of-the-art facility and enjoy a supportive culture that prioritizes your growth and well-being.
Why Join TGT Global?
- Day 1 HMO Coverage – Your health is our priority from day one.
- Free Lunch Daily – Enjoy a complimentary meal every working day.
- Competitive Salary – Earn ₱25,000 – ₱28,000 per month.
- Paid Leaves & Bonuses – Work-life balance and rewards for your hard work.
- Career Growth – Rapid advancement opportunities and comprehensive training programs.
- Modern Workplace – Work in a top-tier facility in the heart of Eastwood City.
If you are ready to take on a challenging yet rewarding role, apply now and let's grow together!
Tanggung Jawab
- Monitor real-time adherence and service levels across multiple channels (phone, chat, email) to ensure performance meets targets.
- Proactively identify and escalate real-time variances and schedule deviations, implementing corrective actions immediately.
- Prepare and distribute intraday and end-of-day performance reports to Operations and Management teams.
- Manage and adjust schedules in response to unexpected volume spikes, absenteeism, and shrinkage.
- Coordinate with Operations, Training, and Quality teams to optimize staffing efficiency and maximize service levels.
- Analyze historical and real-time data to forecast short-term staffing needs and recommend adjustments.
- Handle contingency planning for system outages or emergencies, ensuring operational continuity.
- Provide actionable insights to improve overall scheduling accuracy and workforce productivity.
Kualifikasi
- At least 1-2 years of proven experience as a Real Time Analyst in a BPO or call center environment.
- Strong proficiency in Microsoft Excel (pivot tables, VLOOKUP, formulas) and workforce management tools (e.g., Avaya, Genesis, IEX, NICE).
- Excellent analytical and problem-solving skills with a high level of attention to detail.
- Ability to thrive in a fast-paced, high-pressure environment and make quick, data-driven decisions.
- Exceptional verbal and written communication skills.
- Must be willing to work on a night shift schedule and be based in Eastwood, Metro Manila.
- Open to candidates with a strong background in operations or scheduling who are looking to transition into a pure Real-Time Analysis role.
- College graduate or equivalent relevant experience; a degree in a related field is a plus.