Deskripsi Pekerjaan
Join Contactpoint360 as a Work-from-Home Real Time Analyst (RTA) in Cebu!
Are you a detail-oriented professional with a passion for real-time data analysis and workforce optimization? Contactpoint360 is currently seeking a talented and dedicated Work-from-Home Real Time Analyst (RTA) to join our growing operations team in Cebu. This is an excellent opportunity for someone passionate about ensuring exceptional customer service through strategic workforce management.
As a Real Time Analyst, you will be pivotal in monitoring and managing the flow of our contact center. Your primary goal is to ensure that we consistently meet and exceed client Service Level Agreements (SLAs) by optimizing staffing levels in real-time. You will work closely with operations managers and team leaders to make data-driven decisions that directly impact our efficiency and customer satisfaction. Your ability to analyze intraday trends and adjust schedules dynamically will be critical to our success.
At Contactpoint360, we believe in empowering our people. We provide cutting-edge workforce management tools and a supportive remote work environment. This is your chance to grow your career in workforce management with a company that values work-life balance and professional development. If you are ready to take on a challenging and rewarding role, apply now to join Contactpoint360 in Cebu!
Location: Remote / Work-from-Home (Cebu residents preferred)
Salary: ₱20,000 - ₱23,000 per month
Type: Full-time
Tanggung Jawab
- Monitor real-time call center traffic, agent statuses, and queue performance to ensure staffing levels align with demand.
- Proactively manage intraday performance by making real-time scheduling adjustments to meet Service Level Agreements (SLAs).
- Identify and escalate operational issues such as system outages, unexpected absenteeism, or volume spikes to operations management.
- Generate, analyze, and distribute real-time and historical performance reports to team leaders and managers.
- Coordinate with operations managers to plan and execute schedule changes, breaks, and training sessions to minimize impact on service levels.
- Maintain accurate records of agent adherence, shrinkage, offline activities, and other key performance indicators.
- Provide actionable recommendations for process improvements and schedule optimization based on comprehensive data analysis.
Kualifikasi
- Proven experience as a Real Time Analyst, Workforce Analyst, or a similar role within a BPO or call center environment.
- Strong proficiency with Workforce Management software (e.g., Verint, Aspect, NICE IEX, or Cisco WFO).
- Excellent analytical and problem-solving skills with the ability to make quick, data-driven decisions under pressure.
- Advanced knowledge of Microsoft Excel, including pivot tables, VLOOKUPs, and complex reporting.
- Exceptional verbal and written communication skills in English.
- Ability to work independently in a remote setup with a reliable high-speed internet connection and a dedicated workspace.
- Flexibility to work in shifting schedules, including evenings, weekends, and holidays as required by the business.
- Must be residing in or willing to work from the Cebu area.