Deskripsi Pekerjaan
Join Logix BPO as a Real-Time Analyst and become an integral part of our dynamic team! We're urgently seeking talented individuals to monitor and optimize our BPO operations in real-time. In this critical role, you'll be responsible for tracking performance metrics, managing staffing levels, and ensuring adherence to service standards to maintain exceptional customer experiences.
As a Real-Time Analyst, you'll play a pivotal role in supporting our workforce operations by identifying trends, addressing bottlenecks, and implementing solutions to enhance efficiency. Your insights will directly impact our service levels and operational excellence, making this position both challenging and rewarding.
We offer a competitive salary package of ₱25,000 – ₱30,000 per month, along with comprehensive benefits including HMO coverage and other perks. If you're a detail-oriented professional with a passion for data analysis and problem-solving, we encourage you to apply for this urgent opening at our Cebu City location.
Tanggung Jawab
- Monitor real-time BPO performance metrics including call volume, average handling time, and first call resolution rates
- Analyze staffing levels and make adjustments to maintain optimal workforce coverage
- Track adherence to schedules and service level agreements (SLAs)
- Identify trends and patterns in operational data to proactively address potential issues
- Collaborate with team leaders to implement solutions for improving efficiency and service quality
- Generate regular reports on performance metrics and recommend actionable improvements
- Provide real-time support to contact center teams during high-volume periods
- Ensure compliance with company policies and industry regulations
Kualifikasi
- Bachelor's degree in Business Administration, Statistics, Computer Science, or related field
- At least 1-2 years of experience in a BPO or contact center environment
- Proficiency in data analysis tools and software (Excel, SQL, BI tools)
- Strong understanding of BPO metrics and KPIs
- Excellent problem-solving and decision-making abilities
- Strong communication skills and ability to work effectively in a team
- Ability to work under pressure and make quick decisions in real-time scenarios
- Attention to detail and accuracy in data analysis and reporting