Realtime Analyst - Retail (Cebu) | Onsite
TASQ Staffing SolutionsCebu, Philippines30+ days ago
Job descriptionReal-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.
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 :
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Cebu • Cebu, Philippines