About CompanyTransparent BPO is a leading provider of contact center BPO services. Through talent, process and technology we integrate with our client's brand and culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.
The Real Time Analyst plays a key role in performance and client satisfaction at TBPO Philippines. Our clients rely on us to set the standard for staffing performance, and our Real Time Analyst helps lead that charge. If you have a passion for workforce management and helping an organization achieve daily business objectives this is the role for you!
- Responsibilities and Duties
Play a key role in meeting service level and response time objective across all channels- Help effectively utilize resources in real time
Monitor real-time queues and adherence report to ensure service level and response time objectives are met
- Perform and handle other duties/tasks, as assigned by Manager
- Required Knowledge and Skills
Knowledge of WFM and real time queue management
- Ability to multi-task and work independently to complete tasks in a timely manner
Excellent organizational and prioritizing skills- Strong follow-up skills with attention to detail
The ability to work and collaborate with employees at all levels within different offices
- Ability to work in a high-pressure and fast-paced environment
Ability to work flexible hours with the possibility of working outside of normal work hours- Ability to give and receive feedback appropriately
Ability to maintain a high degree of confidentiality
- Strong knowledge of EXCEL and Microsoft office
This position requires a high school diploma
- Also required is at least 3 years of experience in a call-center environment, 1 year of which is as a WFM RTA
Job Type: Permanent
Pay: Up to Php35,
