The Job

Real Time Analyst - Bacolod, Philippines

Logistics, Sales & Operations · Sales & Business Development · Sales Operations

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In short

Transcom is seeking a Real-Time Analyst for their Bacolod site. This role involves managing call center traffic to ensure compliance with service level agreements, analyzing operational trends, and adjusting forecasts and staffing. The analyst will also be responsible for real-time reporting and outage escalation.

Responsibilities

  • Manage day-to-day call traffic to ensure service level agreements are met.
  • Conduct load-balancing through a skill-based routing system.
  • Implement and support standardized call center staffing models.
  • Provide real-time analysis on productivity-impacting scenarios.
  • Communicate load balancing and staffing requirements to staff and management.
  • Establish and maintain call center reporting for key stakeholders.
  • Gather information on technical issues and communicate with support departments.
  • Communicate outages or issues to client counterparts until resolution.

Requirements

  • Preferably a college graduate, or at least with a secondary school diploma.
  • At least 3 years of related contact center experience.
  • Minimum of 1 year traffic management experience in a complex skills-based routing environment (for external candidates).
  • Good understanding of basic contact center metrics and overall contact center operations (for external candidates).
  • Ability to articulate performance metrics and calculations such as Service Level, Staffing Adherence, Avg Handle Time, Avg Speed of Answer.
  • Excellent verbal and written communication skills.

Desired Qualifications

  • For internal candidates: at least 1 year of tenure with Transcom, and no issued PDs.

Benefits

  • Day 1 HMO
  • Meal & Transportation Allowance
  • Rice Subsidy
  • Clothing Allowance
  • 24/7 Teleconsult
  • Free Psychologist Consultation
  • In-house & Online Pharmacy
  • Scholarship Program
  • Retirement Fund
  • Free Meal & Medicine (through Transcom’s Tap Card Rewards)
  • Loyalty Incentives
  • Accidental & Life Insurance
  • Free Shuttle Service
#Operations#Real-Time Analyst#Workforce Management#Call Center#Traffic Management
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Company

Transcom

Job Posted

1 month ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Bacolod, Philippines

Qualification

Undergraduate, Diploma

Applicants

Be an early applicant