Location
manila, metro manila, Philippines
Posted
June 19, 2026
Job Description
Job Purpose
The Contact Center Analyst is responsible for ensuring that the contact center meets service levels by monitoring real-time staffing, work mix blending and call queue adjustments, and overall management of workflow traffic across the network.
Duties and Responsibilities
- Compare actual staffing against plan, taking necessary corrective actions—such as adjusting call routing, skill support, and inventory/shift assignments—to improve service levels and overall agent utilization.
- Ensure agent adherence to assigned schedules, including breaks and non-productive time.
- Track performance indicators such as Average Handling Time, non-productive time limits, and overall productivity, escalating areas needing development or recognition.
- Collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilization and service levels.