Real Time Analyst
IntouchCX
Date: 12 hours ago
City: Cebu City
Contract type: Full time
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About The Job
We’re looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.
As Real Time Analyst, You Will…
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About The Job
We’re looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.
As Real Time Analyst, You Will…
- Evaluate large amounts of data
- Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members
- Adjust staffing and scheduling according to changing needs of the business
- Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients
- Monitor schedules and escalate issues regarding attendance adherence
- Work with team members to ensure they know their statistics related to the schedule
- High school diploma or equivalent (required)
- Some post-secondary or completion of post-secondary schooling (preferred)
- Good communication skills
- Advanced knowledge of MS Word and Excel
- Adaptability to learn a variety of software programs
- A high level of accuracy with regards to data entry
- Strong analytical and problem solving skills
- Willingness to learn and adapt to working in a new environment
- The ability to multitask and self-manage your work day
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Call Center Agent
Talent Outsourcing Channel Solutions,
Cebu City
16 hours ago
"Job Responsibilities:provide excellent customer service to existing clientsanswer customer support callsupdate client database whenever necessarypromote other products & services whenever necessaryJob Qualificationswith or without call center experiencehigh school diploma or equivalent; additional education or training in customer service is a plus.Flexibility to work in rotating shifts, including evenings, weekends, and holidays.Amenable to work on sitePerks And Benefits Salary plus high...
Account Executive (B2B SaaS Sales: APAC)
Portcast,
Cebu City
2 days ago
Portcast is a venture-backed Singapore based startup that develops predictive supply chain technology for the logistics industry. We’re focused on building the next-gen logistics operating system to predict how cargo moves across the world and enable data-driven supply chain planning. Based out of Singapore, we’ve been building together since 2018, and are backed by some of the major investors in...
Associate
Wipro,
Cebu City
3 days ago
Job description:Job Description Role PurposeThe purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs͏ DoSupport process by managing transactions as per required quality standardsFielding all incoming help requests from clients via telephone and/or emails in a courteous mannerDocument all pertinent end user...
