Deskripsi Pekerjaan
Are you a data enthusiast looking to make a tangible impact in a dynamic call center environment? SupportNinja is currently hiring a dedicated **Real-Time Analyst** to join our onsite team in Pampanga, Central Luzon. In this high-visibility role, you will act as a critical bridge between operations and management, ensuring that every shift runs smoothly and efficiently. You will be responsible for the continuous monitoring of live call flows and operational queues, ensuring strict adherence to Service Level Agreement (SLA) standards. By analyzing performance trends and operational data, you will help identify key drivers of productivity and efficiency, directly contributing to higher customer satisfaction scores. If you possess a keen eye for detail and a passion for process improvement, this is the perfect opportunity to advance your career in a supportive, professional setting.
Tanggung Jawab
- Monitor real-time operations and queue performance to ensure strict SLA compliance.
- Analyze daily performance metrics and trends to identify areas for operational optimization.
- Generate and present detailed performance reports to management to support decision-making.
- Collaborate with team leads to implement strategies that enhance overall productivity and efficiency.
- Identify and resolve operational bottlenecks immediately to maintain workflow continuity.
- Ensure accurate logging and record-keeping for all daily operational activities.
- Support the continuous improvement of Customer Satisfaction (CSAT) scores through data-driven insights.
Kualifikasi
- Minimum of 1-2 years of experience in a call center or BPO operations role.
- Strong analytical skills with the ability to interpret complex data sets and performance reports.
- Proficiency in Microsoft Office Suite, particularly Excel for data tracking and analysis.
- Excellent communication skills, both written and verbal, for reporting and collaboration.
- Ability to work effectively in an onsite environment and adapt to fluctuating operational demands.
- High attention to detail and a proactive approach to problem-solving.