About this role
Job title: Real Time Analyst (Pooling)
About the Role Join Acquire Asia Pacific Philippines Inc. (Acquire BPO) supporting RingCentral as a Real Time Analyst. This role focuses on real-time intraday management, monitoring, and queue management to ensure service levels are met. The successful candidate will analyze trends and provide actionable insights to optimize operations.
What You'll Do
- Real-time monitoring, intraday management, skilling, and queue management to support RingCentral's contact center operations.
- Analyze trends and volumes and provide updated reports and analytical recommendations to meet SLAs.
- Manage agent adherence and implement contingency mitigation strategies to maintain performance.
What We're Looking For
- Experience in intraday management and real-time monitoring, skilling, and queue management.
- Ability to analyze trends/volumes and produce reports with recommendations to meet SLAs.
- Strong focus on agent adherence and contingency mitigation.