BPO Operations Realtime Analyst - Cebu City (100% Onsite)

Job Title: BPO Operations Realtime Analyst - Cebu City (100% Onsite)

Job Type: Full-Time

Location: Cebu City (100% Onsite)

Responsibilities

• Continuously monitor call and chat volumes, agent availability, and KPI adherence using IEX, Verint, Genesys, or other real-time monitoring tools.
• Proactively manage agent schedules, including adjustments for breaks, time-off requests, and workforce redistribution to meet fluctuating call demands.
• Intervene in operational issues, such as escalated call situations and system disruptions, to maintain seamless service delivery.
• Generate and analyze daily, weekly, and monthly reports to identify performance trends and recommend operational improvements.
• Collaborate closely with operations and support teams to resolve challenges and uphold service level agreements (SLAs).
• Maintain accurate records of schedule changes and adherence metrics to ensure transparency and acc...