Real Time Analyst | Cebu (Onsite)

Job Summary

The Real-Time Analyst is responsible for monitoring and managing the real-time performance across multiple queues and accounts. This role involves analyzing data, identifying trends, and making recommendations to ensure optimal staffing levels and service levels are maintained. The Real-Time Analyst works closely with the operations team to address any issues that may impact performance and customer satisfaction.

Key Responsibilities

• Monitor real-time contact center performance and key metrics across multiple queues and accounts.
• Analyze data to identify trends and patterns affecting service levels.
• Adjust staffing levels and schedules in response to real-time demand.
• Manage queues to ensure efficient handling of customer interactions.
• Implement load balancing strategies to distribute workload evenly across agents.
• Communicate with team leaders and supervisors to address performance issues.
• Provide real-time reporting and updates to management.
• Collaborate with the workforce management team to optimize scheduling.
• Identify and escalate any system or process issues impacting performance.
• Develop and implement strategies to improve real-time performance.
• Assist in the creation and maintenance of real-time dashboards and reports.
• Participate in regular meetings to discuss performance and improvement opportunities.

Required Qualifications

• Bachelor’s degree in Business, Statistics, or a related field.
• Proven experience in a real-time analyst or similar role in a contact center.
• Strong analytical and problem-solving skills.
• Proficiency in workforce management software and tools.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Strong attention to detail and accuracy.
• Willingness to work on shifts and on-site.

Desired Qualifications

• Advanced degree in Business, Statistics, or a related field.
• Experience with queue management and load balancing in a contact center environment.
• Knowledge of contact center operations and performance metrics.
• Proficiency in data visualization tools (e.g., Tableau, Power BI).
• Certification in workforce management or related areas.

About the Company

Ethos Support is a recognized global business process outsourcing (BPO) organization that goes beyond the conventional, delivering exceptional value and specializing in Customer Support, Tech Support, Customer Success, and Back Office Support. Known as the world’s most flexible BPO, Ethos Support is committed to aiding businesses in simplifying their Customer Experience (CX) processes and achieving faster scalability.

Our comprehensive approach includes taking charge of our clients’ new support team’s training and onboarding process, freeing up their resources, and accelerating their business growth. Whether starting from scratch or looking to enhance an existing process, partnering with Ethos Support will streamline our clients’ CX operations and provide superior support to their customers.

We put people first, fostering a healthy, supportive work environment that reduces churn rates and boosts performance metrics. Our inclusive support culture makes us the employer of choice for top talent, offering a rewarding career path for all employees.

Why Work With Us?

• Competitive salary and benefits package.
• Opportunity for career growth and professional development.
• A collaborative and inclusive team environment.
• A chance to make a real impact in a rapidly growing company.

Job Type: Full-time

Work Location: In person