Call Center RTA / MIS Specialist - Quezon City

Position : RTA / MIS Travel Collections (QC) | Onsite

Account Type : Travel Outbound Collections

Start Date : October 13

Support Type : Non-voice

Work Arrangement : 100% Onsite (Quezon City)

Shift Schedule & Rest Days : Night shift

Educational Requirements :

Completed at least 2 years of college without any failed subjects

Work Experience :

Minimum of 2 years as a Real-Time Analyst in a BPO environment

Experience in any domain

Strong communication skills

Preferred skills include proficiency with PowerBI

Responsibilities :

Real-time Monitoring : Continuously oversee agent activities, call volumes, and queue statuses using specialized monitoring tools.

Staffing Adjustments : Make necessary schedule modifications, such as adjusting break times or reallocating resources, to ensure optimal staffing levels.

Performance Evaluation : Track agent adherence to schedules and performance metrics to identify deviations or issues that may affect service quality.

Problem Resolution : Detect and address issues in real-time, including system outages, routing problems, or unexpected surges in call volumes.