Real Time Analyst | Offshore

PH·Pasig Citymid

OtherReal Time Analyst

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Quick Summary

Key Responsibilities

Manage call volume, daily attendance, and program break schedules to optimize agent allocation. Assist in setting metrics and targets for service excellence.

Requirements Summary

At least 1-2 year experience as Realtime Analyst in BPO industry Must be a College Graduate Knowledge of Automatic Call Distribution (ACD), forecasting, and scheduling.

Technical Tools

OtherReal Time Analyst

Responsibilities

~1 min read

→Manage call volume, daily attendance, and program break schedules to optimize agent allocation.
→Assist in setting metrics and targets for service excellence.

Monitor agent status in real-time, ensuring optimal staffing levels for inbound operations.
Evaluate adherence and initiate immediate improvements.
Conduct real-time discussions with stakeholders to address operational needs.
Generate and process schedule adherence reports, implementing contingency plans as required.
Collaborate with the operations team to analyze and enhance delivery processes.
Contribute ideas for process and service improvement planning.
Utilize trends and reports to forecast requirements.
Support projects and additional duties as assigned.

At least 1-2 year experience as Realtime Analyst in BPO industry
Must be a College Graduate
Knowledge of Automatic Call Distribution (ACD), forecasting, and scheduling.
Strong attention to detail and accuracy.
Experience creating MS Excel reports and templates.
Excellent organizational and analytical skills.
Professional oral and written communication abilities.
Adaptability to change with a strong attendance record.

What We Offer

~1 min read

At Support Services Group, we're more than just a workplace — we're a community dedicated to excellence. When you join our team, you'll have the opportunity to grow both personally and professionally, with ample room for advancement and skill development. Plus, you'll be surrounded by supportive colleagues who share your passion for delivering unparalleled customer service.

Ready to take the next step in your career? Apply now to become our newest Realtime Analyst and discover the possibilities that await you!

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.