Real-Time Analyst
Five9
Manila, Manila, PH
8h ago

Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually.

Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.

Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.

Job Description : Real-Time Analyst Five9 is looking for an experienced Real Time Analyst to streamline its customer service operations.

The Real Time Analyst will be responsible for gathering and analyzing data and preparing real time reports to the Operations Team.

The ideal candidate will have experience with Call Center Technologies in a workforce or queue management role. He / She will manage the performance of the call center according to any contractual agreements and internal goals whose focus is to create positive experience for customers while maintaining an efficient call center enterprise.

The RTA will ensure passing service level by engaging in real-time management of the queue. He / She will respond to and act as the central point of communication in all events and of circumstances impacting the center’s performance. Responsibilities :

  • Real-time monitoring of agents and call volume, ensuring adherence to their schedules, handling pending time-off requests and schedule changes, checking and flagging agents according to their performance in terms of thresholds set for ACW, Hold Time, TTR, ASA, etc
  • Attends centralized or site management meeting, as required
  • Produces and analyzes quantifiable performance figures (i.e. call volume, AHT, running service level, efficiency report, etc) in order to make critical recommendations to address business performance issues.
  • Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
  • Assumes and fulfills other functions and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
  • And other duties / tasks as assigned by management
  • Qualifications :

  • Bachelor’s degree or higher from a reputable institution or the equivalent in relevant work experience
  • 1 to 2 years of work experience in a call center related role such as : Real Time Analyst or Workforce Analyst
  • Strong analytical and problem solving skills
  • Above average reporting skills
  • Effective organizational skills and time management skills
  • Ability to come up with sound and accurate decisions in any given circumstance
  • Ability to exhibit professionalism
  • Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment
  • Demonstrated ability to work with a team
  • Demonstrated ability to communicate effectively and professionally with internal and external associates
  • Possesses an ability to prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment
  • Possesses a positive, can do attitude and willingness to jump in and help wherever needed is required
  • Ability to work on a flexible schedule (graveyard / periodical shifting schedule)
  • Most of all, he / she should possess an impeccable Attendance reliability
  • Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.

    The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

    Our headquarters are located in the beautiful Bishop Ranch Business Park in San Ramon, CA.

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