Real Time Analyst - Cebu (start work by August 15)
TASQ Staffing SolutionsCebu City, Cebu, Philippines30+ days ago
Job descriptionReal-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.
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 :
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Cebu Start By August • Cebu City, Cebu, Philippines
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