Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 9 days ago

Real Time Analyst

helpware-inc44 open roles

Where
Cebu, Philippines
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowReal Time Analysthelpware-inc · Cebu, Philippines

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on helpware-inc's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.7%1 day
  2. 3.5%3 days
  3. 7.8%7 days
  4. 14.6%14 days
  5. 34.1%30 days
This job: posted 9 days ago

The posting

Position Overview

The Real-Time Analyst is responsible for maintaining optimal service levels across all Operations accounts through active real-time queue management. This role serves as the central point of contact for all real-time updates and is accountable for responding to and escalating any events or issues that may impact overall account performance.

Responsibilities:

  • Updates and processes data for real-time performance analysis. Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues
  • Manages and monitors the queue for the Operations account against the attainment of passing service levels. Keenly observes the queue and proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management.
  • Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers. Escalates relevant information on account performance to Management and ensures proper document on major incidents.
  • Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts. Provides information on key issues and challenges in attaining service levels, and devises necessary responses to resolve such matters.
  • Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management.
  • Conducts training for new hires, or as required for Operations.

Qualifications:

  • Work Experience: At least one (1) year of Workforce Management experience within the call center / customer service industry. Formal training in Workforce Management (i.e. real-time data analysis, queue management) preferred. Previous call center operations experience preferred.
  • Technical Skills: Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring). Prior knowledge of client specifics (i.e. nature of account, metrics) and of ACD / PABX and workforce management software systems preferred. Working knowledge of call center operations and organization. Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu, NICE, iEX, Verint, etc).
  • Other Skills: Time and project management skills. Excellent oral and written communication skills. Fluency in the English language. Adaptive to changing work schedules, working hours, and site assignments. Customer orientation. Problem-Solving, Decision-Making, and Analytical skills. Presentation skills. Attention to detail.
  • Skills and Qualifications: B2 + English level; Previous experience in data entry will be a huge plus; Advanced Excel user will be plus; Highly organized, displays time management skills; Ability to learn fast and to perform in a dynamic environment. Must possess effective organizational and time management skills; Strong leadership skills; Amenable to work on the night shift/shifting schedule; Solutions minded and results oriented ; Excellent working ethics

Abilities:

  • Maintain accurate employee, company, client and operational records.
  • Assist new hire coaching and counselling session, involving frontline managers in coaching reinforcements.
  • Ability to work on several projects simultaneously.
  • Ability to come up with sound and accurate decisions in any given circumstances.
  • Ability to provide root-cause analysis and successfully execute problem-solving processes
  • Ability to exhibit professionalism.
  • Demonstrate ability to work with and motivate the team to bring outstanding performance.
  • Demonstrate ability to communicate effectively and professionally with internal and external agents.
  • Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure, fast-paced environment.
  • Ability to apply knowledge of technology and processes to manage escalations and lead more junior team members.
From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against helpware-inc's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on helpware-inc's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    helpware-inc's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.