Real Time Analyst
Valor Global, Inc. Taguig Full-time
The role
Valor Global, Inc. is seeking a talented Real Time Analyst to join our dynamic team in Taguig City, Metro Manila. In this full-time role, you will play a crucial part in optimising our call centre operations and enhancing the overall customer experience.
Key responsibilities- Analyse real-time data and metrics to identify trends, opportunities, and areas for improvement in call centre performance
- Collaborate with team leaders and supervisors to develop and implement strategies to enhance productivity, efficiency, and customer satisfaction
- Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs), providing insights and recommendations to management
- Contribute to the development and refinement of workforce management practices, including scheduling, forecasting, and resource allocation
- Provide support and guidance to call centre agents, ensuring they have the tools and information needed to deliver exceptional customer service
- Participate in continuous improvement initiatives, identifying and implementing process enhancements to drive operational excellence
- Minimum of 3 years of experience in a call centre or contact centre environment, with a strong focus on real-time analysis and operational optimization
- Proficiency in data analysis, interpretation, and reporting, with the ability to translate complex information into actionable insights
- Excellent problem-solving and critical thinking skills, with the ability to identify and address issues proactively
- Strong interpersonal and communication skills, with the ability to collaborate effectively with team members and stakeholders
- Familiarity with workforce management tools and methodologies, as well as call centre metrics and performance indicators
- Adaptability and the ability to thrive in a fast-paced, dynamic environment
- Competitive salary and comprehensive benefits package
- Opportunities for career development and advancement
- Supportive and collaborative work environment
- Work-life balance initiatives, including flexible work arrangements
- Investment in employee wellness and professional development
About Valor Global, Inc.
Valor Global, Inc. is a leading provider of customer support and call centre services, serving clients across a range of industries. With a focus on innovation, technology, and exceptional customer experience, we are committed to empowering our clients and their customers through our dedicated team of professionals.
If you're excited to take on this challenging and rewarding role, we encourage you to apply now.
Valor Global, Inc.Biñan, 21 km from Taguig
The Opportunity
Valor Global, Inc. is seeking an exceptional Real Time Analyst to join our dynamic team in Binan City Laguna. As a Real Time Analyst, you will play a crucial role in monitoring and optimising our call centre operations, ensuring...
TeleperformanceManila, 12 km from Taguig
About the role
As a Workforce Real Time Analyst at Teleperformance, you will play a vital role in ensuring the efficient and effective management of our call centre operations at our Mall of Asia site in Pasay City, Metro Manila...
TDCX PH IncManila, 12 km from Taguig
and skillset changes) and/or issue procedural notifications based on trigger events (e.g., average handle time, volume, absenteeism, etc.)
• Assist Operations to help provide greater focus on real-time/intraday agent productivity, performance exceptions...