Deskripsi Pekerjaan
TGT Global is seeking a detail-oriented and proactive Real-Time Analyst to join our growing team in Eastwood, Metro Manila. As a key player in our operations, you will ensure the highest standards of service quality by monitoring live interactions and providing immediate feedback to our agents.
We pride ourselves on offering a competitive benefits package, including Day 1 HMO coverage, a free daily lunch allowance, and generous paid leaves. Our modern workplace is designed to support your professional growth, offering comprehensive training programs and clear career advancement opportunities for motivated individuals.
In this dynamic role, you will bridge the gap between frontline operations and management, using data-driven insights to drive continuous improvement. If you are looking for a challenging yet rewarding career in the BPO industry with a supportive environment, we want to hear from you.
Tanggung Jawab
- Monitor live calls, emails, and chat interactions in real-time to ensure compliance with quality standards and company policies.
- Provide immediate, constructive feedback and coaching to agents to enhance their performance and customer satisfaction scores.
- Analyze performance metrics and prepare daily, weekly, and monthly reports to identify trends and operational gaps.
- Evaluate agent behavior and interaction quality to ensure alignment with service level agreements (SLAs).
- Escalate complex customer issues or system errors to the appropriate supervisors or technical teams promptly.
- Maintain accurate records of quality assurance checks and agent activities within the CRM database.
- Collaborate with the training department to identify common skill gaps and develop targeted coaching modules.
Kualifikasi
- Bachelor's degree in any field; experience in a BPO or call center environment is highly preferred.
- Strong analytical skills with the ability to interpret data and draw actionable conclusions.
- Excellent written and verbal communication skills in English.
- Must be willing to work the Night Shift schedule.
- Proficient in Microsoft Office Suite, specifically Excel for data analysis.
- Detail-oriented with a strong focus on accuracy and quality control.
- Ability to multitask effectively in a fast-paced, high-pressure environment.