Real-time Analyst | Philippines

Description

At Peak Support, we are passionate about delivering exceptional service to our customers and clients. As a rapidly growing services provider, we offer a wide range of services including customer support, sales operations, and business process outsourcing to high-growth companies. Our commitment to providing outstanding customer experiences and supporting our clients as they grow, and scale is at the heart of everything we do.

Our mission is to empower our team to innovate and deliver beyond expectations. We are seeking a Real-time Analyst who embodies Peak Support's core values and shares our deep commitment to our clients and team members. If you are driven by a passion for excellence and want to be part of a dynamic, client-focused team, we would love to hear from you.

We offer:

• Competitive compensation and excellent benefits.
• Comprehensive training and development programs.
• A fun, inclusive workplace culture.
• Opportunities for personal and professional growth.

Ready to take the next step in your career?

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

What you'll do:

• Manage the call volume, break schedules, start, and stop times, over-time (as needed) and attendance.
• Work closely with the operations team (manager and team leads) to analyze and help improve their 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.

We are seeking individuals who:

• Demonstrate initiative and proactively take on responsibilities.
• Excel in time management, thrive with minimal supervision, and perform effectively under tight deadlines.
• Maintain an outstanding attendance record.
• Possess robust problem-solving abilities.
• Exhibit flexibility and a positive attitude as a team player.
• Manage multiple projects simultaneously.
• Interact with a friendly and professional demeanor.
• Adapt quickly and effectively to changing environments.
• Communicate professionally both orally and in writing.

Requirements

Skills and Qualifications:

• Demonstrates strong work ethics and reliability.
• Proficient in mid to advanced level Microsoft Excel / Google Sheets, including advanced formulas; also skilled in Word and email communication.
• Knowledge of VBA Macros is advantageous.
• Familiarity with IEX, CMS, Avaya, Symposium, Blue Pumpkin is a plus.
• Ability to create detailed reports in Excel and accurately forecast outcomes.
• Meticulous attention to detail and a commitment to high levels of accuracy.
• Capable of multitasking, maintaining focus, and completing reports consistently over extended periods.
• Prior experience in a call center environment is required.
• Experience in Workforce Management would be beneficial.