Real Time Analyst
Linda Hausermann & Associates
Date: 5 days ago
City: Cebu City
Contract type: Full time
Job Title: Real-time Analyst
Account: Financial/Cryptocurrency
Type of Support: Voice and Non-voice
Work Setup: 100% Onsite at Central Bloc - 17th Floor, IT Park, Cebu City
Work Shift: Shifting
Salary: To be discussed with the client
Start Date: ASAP
Headcount: 2
Job Description:
We are seeking a detail-oriented and proactive Real-time Analyst (RTA) to join our dynamic team in the financial/cryptocurrency sector. The RTA will be responsible for monitoring and managing real-time contact center performance to ensure operational efficiency, optimize workforce management, and maintain service level agreements (SLAs). The ideal candidate should possess strong analytical skills, excellent communication abilities, and experience in workforce management tools.
Key Responsibilities:
Account: Financial/Cryptocurrency
Type of Support: Voice and Non-voice
Work Setup: 100% Onsite at Central Bloc - 17th Floor, IT Park, Cebu City
Work Shift: Shifting
Salary: To be discussed with the client
Start Date: ASAP
Headcount: 2
Job Description:
We are seeking a detail-oriented and proactive Real-time Analyst (RTA) to join our dynamic team in the financial/cryptocurrency sector. The RTA will be responsible for monitoring and managing real-time contact center performance to ensure operational efficiency, optimize workforce management, and maintain service level agreements (SLAs). The ideal candidate should possess strong analytical skills, excellent communication abilities, and experience in workforce management tools.
Key Responsibilities:
- Monitor real-time call volume, agent adherence, and service levels to ensure optimal performance.
- Identify and address any deviations from the forecasted workforce schedule.
- Provide real-time recommendations to improve operational efficiency and workforce allocation.
- Analyze intraday reports and trends to support decision-making and process improvements.
- Coordinate with team leaders and management to adjust staffing levels as needed.
- Generate and maintain accurate reports on workforce performance metrics.
- Handle escalations related to workforce management and real-time adjustments.
- Collaborate with different teams to enhance operational workflow and efficiency.
- Utilize workforce management tools to track and optimize performance.
- 2-4 years of relevant experience as a Real-time Analyst (RTA) in a contact center environment.
- Strong proficiency in Microsoft Excel and data analysis.
- Experience in any domain with the ability to adapt quickly to financial/cryptocurrency services.
- Educational background: Undergraduate, Bachelors Degree, or High School Diploma.
- Strong problem-solving skills and the ability to make quick decisions in a fast-paced environment.
- Excellent communication skills, both verbal and written.
- Willingness to work on shifting schedules as required by the business.
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