Contact Center Performance Analyst Job Hiring in Fiji Islands for Centrecom PTE Limited

Career Opportunities in Fiji Islands!

Job Vacancy: Contact Center Performance Analyst
Employer/Company: Centrecom PTE Limited
DMW Registration / Accreditation No.: 10469447
Job Location: Fiji Islands

Centrecom PTE Limited, a global BPO company in the Republic of Fiji, is looking for a skilled analyst to support daily contact center operations through real-time monitoring and performance reporting. 

Contact Center Performance Analyst

Qualifications:

• Diploma or Bachelor’s degree in Business Administration, Operations Management, Data Analytics, or a related field
• Additional certifications in Workforce Management, information Center Operations, or Data Reporting are advantageous
• 2–3 years of experience in customer service, or workforce management environment
• Experience in real-time operations monitoring, reporting, or performance analysis
• Familiarity with intraday scheduling, adherence tracking, and service level management

Responsibilities:

• Monitor live information center activity and adjust staffing to maintain service levels.
• Track agent adherence and queue performance, making intraday schedule adjustments.
• Communicate staffing needs and performance concerns to team leads.
• Provide real-time insights from Voice of Customer (VOC) and share emerging trends.
• Produce daily “End of Day” reports highlighting schedule exceptions and performance metrics.
• Design, maintain, and enhance dashboards and reporting tools.
• Analyze KPIs and performance trends to support operational and strategic decisions.
• Collaborate with Workforce Planners and Operations Analysts to improve scheduling accuracy.
• Ensure timely and accurate delivery of daily, weekly, and ad hoc reports.
• Provide feedback and recommendations for continuous improvement.
• Intraday service level maintenance
• Real-time adherence monitoring
• Response time to staffing alerts
• Report accuracy and timeliness
• Stakeholder satisfaction with insights and
• Dashboard utilization rate
• Strategic Perspective: Aligns decisions with business needs.
• Commercial Orientation: Understands financial and operational impacts.
• Innovation: Proposes and implements new ideas.
• Drive: Perseveres and adapts under pressure.
• Self-Confidence: Demonstrates initiative and flexibility.
• Decisiveness: Solves problems using sound judgment.
• Service Orientation: Builds rapport and handles complaints effectively. Building Relationships
• Integrity: Acts professionally and supports others.
• Teamwork: Collaborates and influences positively.
• Interpersonal Sensitivity: Respects diverse viewpoints and communicates thoughtfully.
• Organization: Manages time and priorities effectively.
• Responsibility: Adheres to policies and communicates reliably.
• Senior CCP Analyst
• Workforce Planning & Insights Analyst

Requirements:

• Update and detailed Resume in Word format or PDF with a picture
• Employment Certificate
• Training Certificate
• Passport Copy

Walk-in applicants can visit us at:
Questcore Inc.
Address: Unit 701-702, Pryce Center Building, 1179 Chino Roces Avenue corner Bagtikan St., San Antonio Village, Makati

For manpower pooling only
No fees in any form and/or purpose will be collected from the applicants.
Beware of illegal recruiters and Human Trafficker.

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Contact Center Performance Analyst”,
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Qualifications:

Diploma or Bachelor’s degree in Business Administration, Operations Management, Data Analytics, or a related field
Additional certifications in Workforce Management, information Center Operations, or Data Reporting are advantageous
2–3 years of experience in customer service, or workforce management environment
Experience in real-time operations monitoring, reporting, or performance analysis
Familiarity with intraday scheduling, adherence tracking, and service level management

Responsibilities:

Monitor live information center activity and adjust staffing to maintain service levels.
Track agent adherence and queue performance, making intraday schedule adjustments.
Communicate staffing needs and performance concerns to team leads.
Provide real-time insights from Voice of Customer (VOC) and share emerging trends.
Produce daily “End of Day” reports highlighting schedule exceptions and performance metrics.
Design, maintain, and enhance dashboards and reporting tools.
Analyze KPIs and performance trends to support operational and strategic decisions.
Collaborate with Workforce Planners and Operations Analysts to improve scheduling accuracy.
Ensure timely and accurate delivery of daily, weekly, and ad hoc reports.
Provide feedback and recommendations for continuous improvement.
Intraday service level maintenance
Real-time adherence monitoring
Response time to staffing alerts
Report accuracy and timeliness
Stakeholder satisfaction with insights and
Dashboard utilization rate
Strategic Perspective: Aligns decisions with business needs.
Commercial Orientation: Understands financial and operational impacts.
Innovation: Proposes and implements new ideas.
Drive: Perseveres and adapts under pressure.
Self-Confidence: Demonstrates initiative and flexibility.
Decisiveness: Solves problems using sound judgment.
Service Orientation: Builds rapport and handles complaints effectively. Building Relationships
Integrity: Acts professionally and supports others.
Teamwork: Collaborates and influences positively.
Interpersonal Sensitivity: Respects diverse viewpoints and communicates thoughtfully.
Organization: Manages time and priorities effectively.
Responsibility: Adheres to policies and communicates reliably.
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