Location
bacolod
Job Type
Full-time
Posted
June 04, 2026
Job Description
Responsibilities
- Responsible for monitoring, analyzing, and enhancing the utilization of daily staff resources and call handling on a real‑time basis. This includes maintaining expected occupancy, service levels, handle time, abandon rate, and ASA.
- They serve as point of contact for any concerns with real‑time staffing needs and make decisions for correction of related issues.
- The Real‑Time Operations Analyst will take appropriate steps to maintain optimal service levels and occupancy by adding and decreasing staff based on pre‑defined alert levels.
- Provide necessary reporting including Service Level updates to the appropriate distribution list.
- Document and track all system outages, understanding the impact outages have on the business.
Qualifications
- At least 1 to 2 years of Real Time Analyst experience under Workforce Management in the BPO industry.
- Ability to communicate call cen...