Job Description
Join IntouchCX, a leading customer experience company, as a Real Time Analyst in our dynamic Cebu City operations center. This exciting opportunity is perfect for individuals who thrive in fast-paced environments and have a passion for optimizing call center performance.
As a Real Time Analyst, you will play a crucial role in monitoring and enhancing our customer service operations. You will be responsible for tracking agent performance metrics, ensuring schedule adherence, and making real-time adjustments to maintain exceptional service levels. Your analytical mindset and proactive approach will help identify opportunities for improvement and drive operational excellence.
In this position, you will collaborate closely with team leaders and operations managers to communicate performance insights and implement strategic adjustments. Your contributions will directly impact customer satisfaction and operational efficiency, making you an invaluable member of our team.
IntouchCX offers a supportive work environment where your skills will be developed and your career growth will be nurtured. We provide comprehensive training, competitive compensation, and opportunities for advancement within our global organization.
Responsibilities
- Monitor real-time call center operations and agent performance metrics to ensure optimal service delivery
- Track and maintain agent adherence to schedules, break times, and adherence protocols
- Make real-time adjustments to staffing levels and agent assignments based on call volume fluctuations
- Communicate operational updates, performance insights, and recommendations to team leads and management
- Generate daily, weekly, and monthly performance reports and identify trends or areas for improvement
- Identify and escalate issues promptly to ensure minimal disruption to customer service operations
- Coordinate with workforce management and quality teams to optimize overall operational efficiency
Qualifications
- Bachelor's degree in Business Administration, Communication, or a related field
- Previous experience in call center operations, customer service, or workforce management preferred
- Strong analytical skills with the ability to interpret data and generate actionable insights
- Excellent verbal and written communication skills in English
- Proficiency in Microsoft Office applications, particularly Excel and PowerPoint
- Detail-oriented with strong organizational and time management abilities
- Ability to work in a shifting schedule and adapt to changing priorities in a dynamic environment
- Problem-solving mindset with a proactive approach to identifying and resolving issues