Real Time Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee call volume, break schedules, start and stop times, overtime, and attendance.

• Collaborate with operations managers and team leads to assess and enhance delivery processes.

• Generate daily, weekly, and monthly PTO allocations.

• Manage the daily operations bridge and ensure leads are calibrated to enhance SLA.

• Create daily, biweekly, and monthly internal reports.

• Utilize trends and reports to predict scheduling and headcount needs.

• Assist with projects and other tasks assigned by the manager or director.

• Enhance team efficiency by leveraging expert knowledge to tackle complex challenges.

⛳️ Requirements

• Self-starter with a proactive approach.

• Strong time management skills and ability to work independently under tight deadlines.

• Excellent attendance history.

• Strong analytical and problem-solving capabilities.

• Adaptable team player with a positive demeanor.

• Capability to manage multiple projects simultaneously.

• Friendly and professional disposition.

• Highly organized and quick to adapt to changes effectively.

• Proficient in professional oral and written communication.

• Strong work ethic.

• Mid to advanced skills in Microsoft Excel and Google Sheets, including advanced formulas.

• Proficiency in Microsoft Word and email communication.

• Knowledge of VBA Macros is a plus.

• Familiarity with IEX, CMS, Avaya, Symposium, or Blue Pumpkin is advantageous.

• Ability to generate reports in Excel and forecast outcomes.

• Attention to detail and commitment to accuracy.

• Capability to multitask, concentrate, and produce reports for extended periods.

• Prior experience in a call center is required.

• Previous experience in Workforce Management is considered a benefit.

🏝️ Benefits

• Work from home opportunities.

• Remote work culture and established processes.

• Opportunities for career advancement.

• Occasional in-person team gatherings.

• Support from a well-established organization and an exceptional team.