Location
bacolod
Job Type
Full-time
Posted
May 23, 2026
Job Description
Responsibilities
- Responsible for monitoring, analyzing, and enhancing daily staff resources and call handling in real‑time. This includes maintaining expected occupancy, service levels, handle time, abandon rate, and ASA.
- Serve as point of contact for concerns with real‑time staffing and make decisions to correct any issues.
- Take appropriate steps to maintain optimal service levels and occupancy by adding or 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 and understand the impact on the business.
Knowledge, Skill Set & Qualifications Required
- At least 1 to 2 years of Real Time Analyst experience under Workforce Management in the BPO industry.
- Ability to communicate call‑center data and performance to all levels of employees in an understandable ...