Talent Job Seeker
Realtime Analyst - Retail (Cebu) | Onsite
- directions_car Cebu
- work Full-time
About the position
Nature Of the Account: Retail
Start Date: 15-Aug
Type of Support: Voice
Work Arrangement: 100% Onsite (Cebu)
Shift Schedule | Restdays: 24x7
Educational Requirement: Undergraduate/College Grad
Work Experience:
- Minimum 2 years exp as RTA
- Preferred: tools knowledge like IEX/Verint, or Genesys
- Handles real time adherance/scheduler tools
- Primary database: Excel (must know how to use)
Responsibilities:
- Real-Time Monitoring: Continuously track call/chat volumes, agent availability, service level adherence, and other key performance indicators (KPIs) using real-time monitoring tools and systems.
- Staffing and Scheduling Management: Adjust agent schedules, redistribute workloads, and manage breaks and time-off requests to ensure optimal staffing levels and adherence to schedules in response to real-time call volumes and agent availability.
- Addressing Operational Issues: Intervene in challenging or unprofessional call situations, address system issues, and work with operations to minimize service disruptions.
- Reporting and Analysis: Produce daily, weekly, and monthly reports on performance trends, analyze data to identify areas for improvement, and provide recommendations for enhanced efficiency and customer satisfaction.
Place of work
Talent Job Seeker
Cebu
app.general.countries.Philippines
Cebu
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: 9707736
/ Ref: f4b0170f0f088c9819921ef76b7b4558