Real Time Analyst | Philippines

About the role

We are growing and seeking a Real-Time Analyst to join our Workforce team, supporting daily workforce operations and helping ensure service level agreements are consistently met.

The Real-Time Analyst is responsible for managing day-to-day operations and ensuring that service level agreements for various lines of business are met.

Responsibilities

• Manage call volume, break schedules, start and stop times, overtime (as needed), and attendance
• Work closely with the operations team (manager and team leads) to analyze and help improve delivery processes
• Generate PTO allocation daily, weekly, and monthly
• Manage the daily operations bridge and ensure that all leads are calibrated with the needs to improve SLA
• Produce daily, biweekly, and monthly internal reports
• Use trends and reports to forecast requirements (schedule and headcount)
• Assist with projects and other duties as requested or assigned by his/her manager/director

To be successful you must have

• The ability to take initiative
• Good time management with the ability to work with minimal supervision and under tight timelines
• An excellent attendance record
• Strong problem-solving skills
• Flexibility as a team player with a positive attitude
• Capability of managing multiple, simultaneous projects
• Friendly and professional demeanor with a positive attitude
• Strong organization skills with the ability to adapt quickly and effectively to change
• Professional oral and written communication skills

Work from Home

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members. When we can, we get together in person. We believe that building offline relationships is critical to successful online work.

At Peak Support, we stay true to our commitment to support not just the client but also our team members. We are excited to announce that we are opening the Real-Time Analyst role to support our team members from Business Solutions. We are looking for someone who strongly represents Peak Support's core values and who cares deeply about Peak Support's vision and mission. The Real-Time Analyst will help improve the team's efficiency by applying their expert knowledge to resolve complex challenges.

Requirements

• Demonstrate sound work ethics
• Mid to advanced level Microsoft Excel / Google Sheets skills – including advanced formulas; also Word and Email
• Proficiency with VBA Macros is a plus
• Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin is a plus
• Ability to create reports in Excel and forecast results
• Attention to detail and high level of accuracy
• Ability to multitask, focus, and complete reports for extended periods of time
• Previous call center experience required
• Previous Workforce Management experience is considered an asset