E
EXL
Senior Executive RTA| Eagle
Skills
Data Analysis
1 month ago
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Important information
Contract type:
Permanent
Location:
Cebu City, 6000 Cebu, Philippines
Work mode:
Onsite
Published on:
11 September 2026
What they need
Key Responsibilities
- Real-Time Monitoring: Observe live operations, including call center activity, agent availability, or system performance, using specialized software
- Data Analysis: Interpret real-time metrics to identify trends, anomalies, or potential issues affecting service delivery
- Resource Management: Adjust staffing, agent deployment, and schedules dynamically to meet demand and optimize efficiency
- Communication: Relay insights and recommendations to supervisors or operational teams to address immediate challenges
- Escalation Management: Implement processes to handle high-volume or crisis situations, minimizing impact on service quality
- Reporting: Provide real-time updates and post-shift analysis to support strategic planning and continuous improvement
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