Deskripsi Pekerjaan
Champion your expertise with us and discover #BetterWithSSG! We're seeking a highly skilled Realtime Analyst to join our dynamic team in Pasig City. As a key player in our BPO operations, you'll monitor and optimize real-time performance metrics to ensure exceptional service delivery. Your analytical insights will directly impact operational efficiency, workforce management, and client satisfaction. This role offers a unique opportunity to leverage data-driven decision-making in a fast-paced environment while contributing to our mission of delivering world-class customer experiences.
Join SSG's innovative culture where your analytical prowess will be valued and developed. You'll collaborate with cross-functional teams to identify performance trends, implement corrective actions, and drive continuous improvement initiatives. This position is ideal for professionals passionate about transforming raw data into actionable strategies that elevate business outcomes.
Tanggung Jawab
- Monitor real-time performance metrics (SLA, AHT, FCR) to ensure service level compliance
- Analyze call center data to identify trends, bottlenecks, and optimization opportunities
- Generate and distribute daily/weekly performance reports with actionable insights
- Collaborate with team leads to address performance issues in real-time
- Support workforce management through accurate forecasting and scheduling adjustments
- Develop dashboards and visualizations to communicate performance trends
- Implement process improvements based on data-driven recommendations
Kualifikasi
- Bachelor's degree in Business Analytics, Statistics, or related field
- Minimum 1-2 years experience in real-time analytics or BPO operations
- Proficiency in data visualization tools (Tableau, Power BI) and Excel
- Strong understanding of call center KPIs and performance metrics
- Excellent problem-solving and decision-making abilities
- Effective communication skills for presenting complex data to stakeholders
- Ability to work under pressure in fast-paced environments