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Real Time Analyst - Cebu (start work by August 15)
- directions_car Cebu City
- work Full-time
About the position
Position Title: Realtime Analyst - Retail (Cebu) | Onsite
Account Type: Retail
Start Date: August 15
Support Type: Voice
Work Setup: Fully Onsite in Cebu
Shift & Rest Days: 24/7 schedule
Educational Qualification: Undergraduate or College Graduate
Work Experience:
- At least 2 years as a Realtime Analyst (RTA)
- Preferred: Knowledge of tools such as IEX/Verint or Genesys
- Experience managing real-time adherence and scheduling tools
- Proficient in Excel for data management and analysis
Key Responsibilities:
- Real-Time Monitoring: Keep track of call/chat volumes, agent availability, service level compliance, and other KPIs using monitoring tools.
- Staffing & Scheduling: Modify agent schedules, redistribute workloads, and handle breaks and time-off requests to maintain optimal staffing and schedule adherence based on real-time data.
- Operational Issue Resolution: Address challenging calls, resolve system problems, and coordinate with operations to reduce service interruptions.
- Reporting & Analysis: Generate daily, weekly, and monthly performance reports, analyze data for trends, and suggest improvements to boost efficiency and customer satisfaction.
Place of work
Talent Job Seeker
Cebu City
app.general.countries.Philippines
Cebu City
app.general.countries.Philippines
About the company
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Relevant places near
- Cebu City
- Lapu-Lapu City
- Mandaue City
- Talisay
- Minglanilla
- Liloan
- Consolacion
- Cordova
- Naga
- Apas
Job ID: 9706124
/ Ref: 32cd55a111a8014f41975e88d7429dea