Sr. Associate - Real Time Analyst
On-siteTarlac City, Central Luzon, Philippines
Job Summary
Monitor queues in real-time to identify risks to contractual KPIs like Service Level, Abandonment %, and Line Adherence. Correlate interval-level service performance against planned AHT, Aux, and Shrinkage with non-adherence at the Consultant level. Make real-time callouts to floor supervisors regarding performance and staffing deviations, then coordinate offline activities to correct non-adherence and drive optimized utilization. Prepare end-of-day performance analysis reports and partner with Ops MOD to track consultant-level deviations. Requires flexibility for a 24/7 environment including GY shifts, weekends, and holidays.
Required Qualifications
- At least one year work experience in a Call Center
- Basic knowledge of MS-Excel
- Basic understanding of call center KPIs: AHT, Service Level
- Good verbal and written communication skills
- High School Diploma/GED (±11 years)
- Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary
Desired Qualifications
- Knowledge of Call Center application such as CMS Avaya Supervisor/ eWFM /IEX
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