real time AnalystResultsCX

The Real-Time Analyst is responsible for monitoring Outbound statistics, Associate Staffing Adherence, List Penetration and Sales Performance as compared to planned forecasts balancing aggregate, sales per hour, CPH and volume metrics to manage each half hour interval to planned tolerances. The RTA must take actions to ensure the enterprise achieves its Contacts per hour and Sales per hour interval goals. In this role you will:
Makes sound business decisions to change list sources to optimize performance
Understands State and Federal rules of engagement for outbound dialing.
Monitors campaigns for wait times/ drop rates/ agents states
Monitors numerous real time metrics such as; Dials per hour, Contacts per hour, conversion, sales per hour, completes per hour, schedule adherence, ACW against a matrix of defined thresholds
Loads leads (ensures counts are correct)
Delets finalized records
Assigns agents to campaigns
Distributes proper leads to meet dialing plans
Ability to impact CPH thru list management or list separation
Ability to create strategies to maximize performance
Delivers of flash reports to Distro list
Communicates performance issues with Manager/Team Lead
Ability to deal as a point for any technology or facility issues affecting call center and support operations
Acts as Site real time communication on LRP bridge or direct contact
Completes daily recap for Manager
Delivers Production reports as required
Manages interval, daily, weekly, and monthly plan objectives
Makes objective recommendations to management on list dialing strategies to maximize list performance and drive right contacts to right agents.
Coordinates with LRP for their current day requirements for coaching, training, off phone work, etc., and partner with them to meet schedule adherence goals
Provides Objective Flash reporting of various KPI's to key stakeholders within the Results organization
Other duties as assigned
We are looking for someone who has:
1+ year(s) previous Contact Center or Outbound management experience.
Must be highly-proficient on computers, Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems). Technical and Software experience required.
High School Diploma Required
Broad knowledge of outbound contact center environment
Exceptional verbal and written communication skills
Must be able to multi-task in a professional & courteous manner
Must be able to accommodate a flexible schedule
Superb Listening, probing, negotiation and de-escalation skills needed
Must have analytical and troubleshooting expertise
Must have previous customer/client interface experience and the ability to handle upset clients in a professional manner
About ResultsCX:
We encourage our people to "expect greater", reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for you!
ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.
ResultsCX

Cainta, Rizal
Permanent
Full-time