Deskripsi Pekerjaan
Join our dynamic team as a Real Time Analyst and become the nerve center of our call center operations! You'll be pivotal in monitoring and optimizing inbound/outbound traffic to ensure exceptional customer service levels while maintaining strict SLA compliance. This high-impact role demands real-time decision-making, proactive problem-solving, and collaboration with cross-functional teams to resolve operational bottlenecks. You'll analyze performance metrics, implement process improvements, and drive efficiency gains that directly impact customer satisfaction and business outcomes. If you thrive in fast-paced environments and possess a keen eye for detail, this is your opportunity to shape operational excellence in one of the Philippines' most vibrant business hubs.
Tanggung Jawab
- Monitor real-time call center traffic and queue metrics to ensure SLA compliance
- Proactively identify and resolve operational bottlenecks affecting service delivery
- Analyze performance data to recommend process improvements and resource adjustments
- Collaborate with team leaders to implement real-time coaching interventions
- Generate daily/weekly performance reports for stakeholder communication
- Coordinate with support teams during high-traffic periods or system outages
- Maintain compliance with quality standards and regulatory requirements
Kualifikasi
- Bachelor's degree in Business, Statistics, or related field
- Minimum 2 years' experience in call center operations or WFM
- Proficiency in ACD systems, WFM software, and real-time dashboards
- Strong analytical skills with data-driven decision-making ability
- Exceptional communication and problem-solving capabilities
- Ability to work under pressure in fast-paced environments
- Advanced Excel skills and basic knowledge of SQL or BI tools
- Previous experience in Cebu-based BPO operations preferred