BPO - Real Time Analyst With Advanced Excel Skills M01

It takes a lot of skill and mental acuity to effectively coordinate an entire team but thats a normal day for realtime analysts (RTAs) who thrive under pressure and can think clearly on their feet. Attention to detail and sharp analytics skills aside realtime analysts have to be wellcoordinated and can coordinate well.

This job is for people who work exceptionally well in a group setting and know their way around people with a passion for delivering only the best experience to customers. Timing is everything and you need to be quick on your feet to keep pace with a highenergy and dynamic work environment.

If youre an eagleeyed observer who can confidently take charge at work this is your sign to dive into the fastgrowing world of business process outsourcing (BPO) and see where the road takes you.

How You Spend Your Eight Hours

• Monitoring agent status in realtime
• Monitoring inbound operations to ensure optimal staffing levels
• Evaluating adherence and taking immediate action to improve performance
• Facilitating realtime discussions with stakeholders
• Processing hourly daily weekly and monthly schedule adherence reports and administering volume contingency action plans as necessary and appropriate
• Assisting with the creation of metrics and targets for services
• Working closely with the Operations Team to analyze and improve their delivery processes
• Generating ideas for process and service improvement planning
• Using trends and reports to forecast requirements
• Assisting with projects and other duties as requested or assigned
• Handling duties and responsibilities not specifically outlined above but which are necessary to the position

What You Must Possess

• At least 3 to 4 years of recent RTA/workforce management experience
• Experience in data analysis especially realtime data analysis
• Proficiency in analyzing realtime data and interpreting trends to make informed decisions
• Familiarity with relevant software and technology used in realtime monitoring and analysis such as workforce management tools analytics software and communication platforms
• Understanding of industry best practices benchmarks and key performance indicators (KPIs)
• Ability to analyze data quickly and accurately identifying patterns and trends to make timely decisions
• Effective communication skills and ability to coordinate with various teams and convey realtime information clearly
• Ability to identify issues in realtime operations and quickly develop solutions
• Adaptability to changing circumstances and adjusting strategies accordingly
• Efficient management of time and priorities to address urgent matters immediately
• Ability to handle multiple tasks simultaneously and make quick but informed decisions based on realtime data and analysis
• Ability to handle highpressure situations and make decisions under time constraints
• Ability to work collaboratively with different teams
• Keen eye for identifying areas that require improvement to enhance efficiency

What You Shall Receive

• HMO coverage with two free dependents upon regularization

• VL/SL credits upon regularization

• Friendly and supportive work culture

• 13thmonth pay and other Philippinegovernmentmandated benefits

• Nontaxable allowances

• Pay increases performance bonuses birthday gifts and many more

What You Should Consider

• Fulltime position
• Monday to Friday night shift
• Hybrid work setup with onsite training in our office in Bacoor and Paraaque

Why Join Our Company

You look for a company whose senior management listens to what you are and arent saying and whose managers and team leads you can genuinely connect with. According to 99% of the current and previous employees recommend Unity Communications to their friends and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.

What You Shall Receive

• HMO coverage with two free dependents upon regularization
• VL/SL credits upon regularization
• Friendly and supportive work culture
• 13thmonth pay and other Philippinegovernmentmandated benefits
• Nontaxable allowances
• Pay increases performance bonuses birthday gifts and many more

Remote Work :

No