Real Time Analyst - Cebu (start work by August 15)

About the job Real Time Analyst - Cebu (start work by August 15)

Start Date: August 15

Work Setup: Fully Onsite in Cebu

Educational Qualification: Undergraduate or College Graduate

Work Experience:

• At least 2 years as a Realtime Analyst (RTA)
• Preferred: Knowledge of tools such as IEX/Verint or Genesys
• Experience managing real-time adherence and scheduling tools
• Proficient in Excel for data management and analysis

Key Responsibilities:

• Real-Time Monitoring: Keep track of call/chat volumes, agent availability, service level compliance, and other KPIs using monitoring tools.
• Staffing & Scheduling: Modify agent schedules, redistribute workloads, and handle breaks and time-off requests to maintain optimal staffing and schedule adherence based on real-tim...