Why Join Transcom

Join Transcom's Davao team and become part of a global leader in customer experience solutions. We offer a vibrant workplace with opportunities for professional growth, collaborative culture, and impactful work in a fast-paced contact center environment. Enjoy being part of an 'awesome team' driving service excellence.

Role Description

As a Real Time Analyst in our Davao site, you'll be the backbone of workforce management, ensuring optimal call center performance. Monitor live traffic, analyze trends in call volumes, AHT, staffing adherence, and shrinkage to maintain SLAs. Collaborate with supervisors and managers on real-time action plans, load-balancing via skills-based routing, and outage escalations. Provide critical reporting and insights to internal teams and clients, acting as the key liaison for data-driven decisions.

Key Responsibilities

• Direct day-to-day call traffic and implement strategies to meet service levels.
• Partner with operations for staffing adjustments and productivity analysis.
• Deliver real-time communications on challenges, trends, and recommendations.
• Maintain reporting repositories and support ad-hoc requests.
• Escalate technical issues and ensure swift resolutions.

Requirements

To succeed, you need preferably a college degree or secondary diploma, 3+ years in contact centers, and 1+ year in traffic management (external candidates). Internal candidates require 1 year tenure without PDs. Demonstrate knowledge of metrics like Service Level, AHT, ASA, and operations. Excellent analytical, communication, and problem-solving skills are essential.

Benefits

Thrive with Transcom's competitive package: market-leading salary, health benefits, paid leaves, performance bonuses, and continuous training. Work in Davao with a supportive team fostering career advancement in a global network.