Operational Service Excellence·Philippines (Hybrid)·
Real Time Analyst (Hybrid)
Be part of an amazing journey and focus on what’s most important to us - our customers!
BrainCX is the next generation of Multilingual Contact Center Outsourcing and Digital Solutions. We provide reliable global resources, premium customer experience, and affordable digital transformation strategies. Our solutions are designed specifically with businesses' needs in mind and tailored towards enabling customers through their communication channel(s) of choice!
Roles and Responsibilities:
Manage the call/chat volume, daily attendance and program break schedules
Assist with creation of metrics and targets for services
Work closely with the operations team to analyze and help improve their delivery processes
Generate ideas for process and service improvement planning
Produce daily, biweekly and monthly internal reports
Use trends and reports to forecast requirements
Assist with projects and other duties as requested or assigned
Skills and Requirements:
2-3 years Call Center Experience, with at least a year of experience as a Real Time Analyst or Workforce Analyst.
Excellent verbal, written and interpersonal communication skills
Strong analytical and problem-solving skills
Proficient in MS tools (specifically Excel)
Solid time management skills
Must be able to effectively deal with people at all levels inside and outside of the Company
Ability to work both independently and in a team setting within a fast-paced environment
Operational Service Excellence
Real Time Analyst
Director of Training and Implementation