We are seeking a highly motivated and detail-oriented Operations Support (Real Time Analyst) to join our team in the dynamic environment of a Virtual Call Center Campaign. The primary responsibilities of this role involve efficient dialer monitoring, conducting calling audits, real-time monitoring and, reporting and analytics .

Who We Are  

M-Power Solutions is more than just a company – we're a family of innovators, go-getters, and dream-chasers. Our mission? To empower businesses and individuals to reach their full potential through cutting-edge CRM and marketing automation solutions.

Our Core 4 Dedications  

• Dedication to Growth: We believe in being 1% better every day, both personally and professionally.
• Dedication to Showing Up: For our clients, for each other, and for ourselves.
• Dedication to Excellence: We strive for the highest standards in everything we do.
• Dedication to Empowerment: We uplift and enable others to reach their full potential.

Key Responsibilities:

Dialer Monitoring:

• Maintain continuous surveillance of the dialer system throughout the assigned shifts.
• Ensure the seamless functioning of dialer operations to optimize campaign performance.
• Respond promptly to any dialer-related issues and liaise with technical support for quick resolutions.

Real-Time Monitoring:

• Monitor live calls to ensure quality and compliance
• Provide immediate support and guidance to agents as needed
• Identify trends and patterns to improve overall operational efficiency

Calling Audits (10%-20% of the role):

• Conduct comprehensive audits of outbound calls to ensure compliance with campaign protocols and quality standards.
• Provide feedback and reports on calling performance, identifying areas for improvement.

Reporting and Analytics

• Create comprehensive reports on key performance indicators (KPIs)
• Develop and maintain analytics dashboards
• Design and implement complex formulas for data analysis and forecasting
• Present findings and recommendations to management

Preferred Qualifications:

• Familiarity with dialer systems and calling processes is a plus.
• Macro Knowledge is a plus
• Knowledge of SQL or other database languages

Work Hours:

• PH Graveyard Shift
• Full time (Fixed 8 hrs/day, Mon-Fri)

Compensation:

• $3/hour
• Performance Evaluation after 4 months for a Salary Increase
• Paid weekly

Benefits:

• PTO (Vacation Leave) that increases every year that you are with us
• Separate PTO for Sick Leave
• Maternity and Paternity Leave
• Bereavement Leave
• Evaluation and opportunity for raises every 4 months from start date.

Opportunity! All our positions have multi-tiered levels so you can get promoted in a matter of months. You get a detailed breakdown of what the qualifications are for every position and their respected levels, as well as the requirements and responsibilities that come with them.

Growth! After graduating training, all employees get a dedicated Grow Plan for the year that breaks down the annual goal into actionable weekly tasks.

Qualifications:

• Proven experience in quality assurance/real time analyst preferably in a BPO setting.
• Strong attention to detail and ability to multitask in a fast-paced environment.
• Excellent communication skills, both written and verbal.
• Proficiency in Excel
• Experience with data visualization and dashboard tools

Equipment Requirement:

• Candidates must have a dual monitor setup to facilitate effective dialer monitoring during the entire shift.

PC Specifications:

• Operating System: Windows 10 or MacOS (latest version)
• Processor: Intel Core i5 or AMD Ryzen 5 (or equivalent)
• RAM: 8 GB or higher
• Storage: 256 GB SSD or higher with minimum 30% free space.
• Internet Connection: Minimum 75 Mbps download and 75 Mbps upload speed for smooth communication and data handling. 100mbps+ preferred.
• Headset: Noise-canceling headset with a microphone for clear and professional communication.