Real Time Analyst

at  ContactPoint 360

WHY JOIN CONTACTPOINT360?

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.
We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

EDUCATIONAL BACKGROUND:

• Preferably a college graduate, or at least with secondary school diploma.

SKILLS REQUIREMENTS:

• Good understanding of basic contact center metrics and overall contact center operations;
• Can articulate performance metrics and calculations such as, but not limited to, Service Level, Staffing Adherence, Avg Handle Time, Avg Speed of Answer, etc.;
• Demonstrates high sense of urgency, quick thinker and sound problem solving skills;
• Must have good organization and time management skills;
• Excellent verbal and written communication skills;
• Ability to perform multiple tasks without compromising quality output in a fast-paced environment;
• Strong team player and able to motivate and influence others;
• Proficiency using Microsoft Office software products;
• Self-motivated, able to work effectively under minimal supervision;
• Flexible, ability to adapt quickly to change;
• Required to work flexible hours/shifts.

JOB SUMMARY PURPOSE:

As a Real Time Analyst , you will manage all call center traffic to ensure compliance with customer service level agreements. This will include - serve as the call traffic and trending analyst for the assigned operations, provide real time and historical call center data to internal and external audiences, manage plan deviations resulting from sudden change in workload pattern, and work with call center supervisors and managers. In addition, you will analyze trends within assigned operations, not limited to call volumes, call patterns, staff productivity, absenteeism, performance trends, shrinkages and resource allocation. This position will use results of these analyses to adjust forecasted intraday call volume, AHT and staff scheduling, and apply the necessary action plans and strategies to address anticipated gaps.