Location:
Cebu, Cebu
Contract Type:
Full Time
Experience Required:
2 years
Education Level:
Bachelor’s Degree
Job Description
About the job Real Time Analyst - Retail (Cebu) | Onsite
Nature Of the Account: Retail
Start Date: 15-Aug
Type of Support: Voice
Work Arrangement: 100% Onsite (Cebu)
Shift Schedule | Restdays: 24x7
Educational Requirement: 2nd year completed / College Graduate
Work Experience:
Minimum 2 years exp as RTA
Preferred: tools knowledge like IEX/Verint, or Genesys
Handles real time adherance/scheduler tools
Primary database: Excel (must know how to use)
Responsibilities:
Real-Time Monitoring: Continuously track call/chat volumes, agent availability, service level adherence, and other key performance indicators (KPIs) using real-time monitoring tools and systems.
Staffing and Scheduling Management: Adjust agent schedules, redistribute workloads, and manage breaks and time-off requests to ensure optimal staffing levels and adherence to schedules in response to real-time call volumes and agent availability.
Addressing Operational Issues: Intervene in challenging or unprofessional call situations, address system issues, and work with operations to minimize service disruptions.
Reporting and Analysis: Produce daily, weekly, and monthly reports on performance trends, analyze data to identify areas for improvement, and provide recommendations for enhanced efficiency and customer satisfaction.
Nature Of the Account: Retail
Start Date: 15-Aug
Type of Support: Voice
Work Arrangement: 100% Onsite (Cebu)
Shift Schedule | Restdays: 24x7
Educational Requirement: 2nd year completed / College Graduate
Work Experience:
Minimum 2 years exp as RTA
Preferred: tools knowledge like IEX/Verint, or Genesys
Handles real time adherance/scheduler tools
Primary database: Excel (must know how to use)
Responsibilities:
Real-Time Monitoring: Continuously track call/chat volumes, agent availability, service level adherence, and other key performance indicators (KPIs) using real-time monitoring tools and systems.
Staffing and Scheduling Management: Adjust agent schedules, redistribute workloads, and manage breaks and time-off requests to ensure optimal staffing levels and adherence to schedules in response to real-time call volumes and agent availability.
Addressing Operational Issues: Intervene in challenging or unprofessional call situations, address system issues, and work with operations to minimize service disruptions.
Reporting and Analysis: Produce daily, weekly, and monthly reports on performance trends, analyze data to identify areas for improvement, and provide recommendations for enhanced efficiency and customer satisfaction.
Number of vacancies:
1
Company Description
We DO NOT charge an applicant.
Founded by experts with more than 70 years of collective experience in the staffing solutions industry, TASQ understands the unique challenges in the talent acquisition space and is committed to being the trusted partner of companies in their pursuit of hiring the best people to fill their manpower needs.
Composed of highly skilled team members who have worked with organizations ranging from small-to-medium entities to large-scale enterprises (including Fortune 500 companies), TASQ is fully capable of meeting staffing demands at all levels and across different industries.
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