[ref. g9993621] Real Time Analyst | BGC Taguig Site - Iopex Technologies
iOPEX Technologies Taguig Full-time
About the role
iOPEX Technologies Philippines Inc. is seeking a highly skilled Real Time Analyst to join our dynamic team in Taguig City, Metro Manila. As a Real Time Analyst, you will play a crucial role in monitoring and optimising our call centre operations, ensuring exceptional customer service delivery.
What you'll be doing- Continuously track and analyse real-time call centre metrics, including call volume, wait times, abandonment rates, and service levels
- Identify and investigate any performance issues or trends, and implement immediate corrective actions to maintain optimal service delivery
- Liaise with the operations team to provide insightful reports and recommendations for process improvements
- Collaborate with the workforce management team to ensure appropriate staffing levels and schedules to meet fluctuating demand
- Assist in the development and implementation of new tools and technologies to enhance call centre efficiency and productivity
- Provide training and support to the customer service team to improve their skills and knowledge
- Minimum of 2 years of experience in a call centre or customer service environment, with a strong understanding of real-time analytics and operational performance management
- Excellent analytical and problem-solving skills, with the ability to interpret data, identify trends, and implement effective solutions
- Strong communication and interpersonal skills, with the ability to present complex information clearly and concisely to various stakeholders
- Proficient in using call centre software, workforce management tools, and data analysis applications
- Adaptable and flexible, with the ability to thrive in a fast-paced, dynamic work environment
- Bachelor's degree in Business Administration, Computer Science, or a related field, or an equivalent combination of education and experience
What we offer
At iOPEX Technologies Philippines Inc., we are committed to providing our employees with a rewarding and fulfilling work experience. As a part of our team, you can expect:
- Competitive compensation and benefits package, including health insurance and retirement savings plans
- Opportunities for career advancement and professional development
- A collaborative and supportive work environment, with a focus on work-life balance
- Access to training and development programs to enhance your skills and knowledge
Apply now to join our talented team and take the next step in your career.
iOPEX TechnologiesTaguig
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