Position Type: Supervisor Level - Experienced - Individual Contributor
Employment Type: Full-Time, Permanent Work Setup: Onsite, M-F, mid-shift schedule (3pm - 12am) or night shift schedule (7pm -4am, 9pm - 6am) Work Location: Taguig City Industry: IT Industry
About the Job:
As a Real Time Analyst, you should have expertise in forecasting, planning, and scheduling calls, chats, and emails, along with real-time monitoring (RTM) of call center activities and key metrics like occupancy, utilization, and service levels. Proficiency in Microsoft Excel and Office is crucial for creating reports and templates, and you will be responsible for mobilizing staff to meet SLAs and ensure optimal agent utilization. Scope & Responsibilities: Have experience in forecasting, planning, and scheduling for calls, chats, and emails.Be knowledgeable in real-time monitoring (RTM) of call center activities.Understand key call center metrics such as occupancy, utilization, service levels, turnaround time (TAT), and average speed of answer (ASA).Be responsible for organizing staff to meet service level agreements (SLAs) and ensuring optimal agent utilization.Be proficient in Microsoft Excel and Office for creating reports, templates, and other documentation.Required Qualifications: Candidate must possess at least a Bachelor's/College Degree or an Associate DegreeAt least 2 year(s) of working experience in the related field is required for this positionFull understanding of call center metrics and quality measurement toolsStrong initiative, detail-oriented and results-orientedExcellent communication skills, both written and oral in EnglishWorking Conditions: Normal Office Environment (Work on-site)Work in shifting schedules including night shiftWork during Holidays as may be required by the Company About the Client: Our client is renowned globally for its comprehensive voice and non-voice services. With a strategic expansion into the Philippines, they now serve a diverse clientele across the US, Australia, and ASEAN markets, offering specialized solutions in Banking, Financial Services, Insurance, Technical Support, Quality Assurance, and Human Resource Processing. Join our client team and unlock a range of enticing benefits, including:
Company eventsHealth insuranceLife insurancePaid trainingPromotion to permanent employee About Likha Careers: Likha is a traditional Tagalog (Filipino) word that means 'to create' or creation. At its core, Likha Careers exists to help create a world where people of all walks of life have the opportunity to participate in a positive and rewarding career where happiness, pride, and financial security are achieved. We do this through thoughtful, people-centric career services.Let's create your career together!
