Urgent - Real Time Analyst

Peak Outsourcing Inc. is seeking a proactive, detail-oriented, and highly analytical Real-Time Analyst (RTA) to join our dynamic team in Dumaguete. As a crucial member of our operations team, you will play a key role in optimizing workforce resources within a contact center environment to ensure efficient operations and the achievement of service level agreements (SLAs). This role requires the ability to make quick, data-driven decisions in a fast-paced setting, contributing to contact center efficiency and productivity.

Key Responsibilities:

• Conduct real-time monitoring of contact center operations across all channels (phone, chat, email) using WFM tools, tracking KPIs and managing alerts to ensure optimal performance.
• Analyze KPIs, identify trends, and provide data-driven insights to improve operational performance and forecasting models.
• Ensure agent adherence to schedules and breaks using WFM tools, track adherence in real-time, and manage sh...