Real-time Analyst

Description

Peak Support, an outsourcing firm serving some of today’s most innovative companies, is seeking a Real-time Analyst to join our team.

Peak Support manages customer service and back-office teams for high-growth companies. Founded in 2015, we are a 4x Inc. 5000 company and a Certified Great Place to Work, with 2,000 team members in the Philippines, Colombia, Eastern Europe, and the U.S.

Why Peak Support?

If you want to work for high-growth companies, Peak Support is the place to be. Our clients range from early-stage startups with fewer than five employees to unicorns with valuations well over $1 billion to old-line companies re-imagining themselves. We have been profitable from day one and we are proud that in our first five years, we grew entirely through client referrals.

We are dedicated to providing exceptional service to our clients AND an exceptional work environment for our team members. We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers.

Peak Support is actively working to create a diverse, equitable and inclusive company. Applicants will be considered without regard to race, color, religion, gender, gender identity or expression, disability, sexual orientation, national origin, age, or veteran status.

Work from Home PLUS

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth.

Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members. When we can, we get together in person. We believe that building offline relationships is critical to successful online work.

The Real-Time Analyst is responsible for managing day to day and ensuring that the service level agreements for various lines of businesses are met.

What You'll Do

• Manage the call volume, break schedules, start, and stop times, over-time (as needed) and attendance.
• Work closely with the operations team (manager and team leads) to analyze and help improve their delivery processes.
• Generate PTO allocation daily, weekly, and monthly.
• Manage the daily operations bridge and ensure that all leads are calibrated with the needs to improve SLA.
• Produce daily, biweekly, and monthly internal reports.
• Use trends and reports to forecast requirements (schedule and headcount).
• Assist with projects and other duties as requested or assigned by his/her manager/director.
  
  

Requirements

We are seeking individuals who:

• Demonstrate initiative and proactively take on responsibilities.
• Excel in time management, thrive with minimal supervision, and perform effectively under tight deadlines.
• Maintain an outstanding attendance record.
• Possess robust problem-solving abilities.
• Exhibit flexibility and a positive attitude as a team player.
• Manage multiple projects simultaneously.
• Interact with a friendly and professional demeanor.
• Adapt quickly and effectively to changing environments.
• Communicate professionally both orally and in writing.