Real Time Analyst - Retail (Cebu City)

About the job Real Time Analyst - Retail (Cebu) | Onsite

Nature Of the Account : Retail

Start Date : 15-Aug

Type of Support : Voice

Work Arrangement : 100% Onsite (Cebu)

Shift Schedule | Restdays : 24x7

Educational Requirement : 2nd year completed / College Graduate

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.