Real Time Analyst

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Peak Support

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

📦 Logistics

📣 Marketing

💼 Consulting

Logistics • Marketing • Consulting

Peak Support is an AI-driven, award-winning business process outsourcing (BPO) company that provides customer experience and operational support to companies worldwide. They build and run multilingual CX teams delivering customer service, technical support, trust & safety/content moderation, back-office and accounting services, sales & marketing support, and Tech & AI solutions (chatbots, RPA, sentiment analysis, dashboards). With strategic locations across the Philippines, United States, Colombia and Eastern Europe, strong security certifications (PCI, SOC 2) and a data-driven approach, Peak Support helps businesses scale, reduce cost, and improve customer satisfaction.

📋 Description

• Manage call volume, break schedules, start and stop times, overtime as needed, and attendance • Work closely with operations managers and team leads to analyze and improve delivery processes • Generate daily, weekly, and monthly PTO allocations • Manage the daily operations bridge and ensure leads are calibrated to improve SLA • Produce daily, biweekly, and monthly internal reports • Use trends and reports to forecast scheduling and headcount requirements • Assist with projects and other duties as requested or assigned by the manager/director • Support daily workforce operations and help ensure service level agreements are consistently met • Improve team efficiency by applying expert knowledge to resolve complex challenges

🎯 Requirements

• Ability to take initiative • Good time management; ability to work with minimal supervision and under tight timelines • Excellent attendance record • Strong problem-solving skills • Flexible team player with a positive attitude • Ability to manage multiple simultaneous projects • Friendly and professional positive attitude • Organized and able to adapt quickly and effectively to change • Professional oral and written communication skills • Sound work ethics • Mid to advanced level Microsoft Excel / Google Sheets skills, including advanced formulas • Proficiency with Word and email • VBA Macros proficiency is a plus • Experience with IEX, CMS, Avaya, Symposium, or Blue Pumpkin is a plus • Ability to create reports in Excel and forecast results • Attention to detail and high level of accuracy • Ability to multitask, focus, and complete reports for extended periods • Previous call center experience REQUIRED • Previous Workforce Management experience considered an asset

🏖️ Benefits

• Fully remote work from home • Opportunities for growth • Established organization and exceptional team environment • Offline/in-person team relationship building when possible • Remote-team support culture and processes