Real Time Analyst
2 weeks ago
Role Details
Contract Duration:Permanent
Position type and schedule:Full-time. Flexible availability to work any shift
Training Schedule: Flexible availability to work any shift
Work type and Location:Hybrid, Metro Manila
Expected start date:June 6, 2024
About The Role
A Real Time Analyst is responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.
This position interprets data, formulates, and implements modifications to staffing plans for agent schedules and skill assignments to balance resources, both in real-time and in future planning, to meet all service levels and performance guarantees. Uses independent judgment to manage and shift staff resources dynamically to support call center goals and communicate any conditions that may affect success.
The ideal candidate can read data on sight and make recommendations on the strings to pull to drive the team to success. They should have customer support expertise and familiarity with reporting tools, including Microsoft Excel/Google Sheets. They will be expected to maintain several parallel reports with rigid detail and an eye for issues and improvements.
You'll Be...
- Monitoring call/chat/email volume, daily attendance, and program break schedules to maintain efficient distribution among all available resources
- Monitoring and maintaining agent adherence through the use of available systems
- Working closely with the operations and leadership teams to identify individual cases that might impact team performance
- Tracking absenteeism as reported to the workforce team
- Coordinating off-phone agent activity scheduling, such as team meetings and training events
- Proactively providing ongoing internal communications with Leadership on load balancing and staffing requirements in real-time and historically
- Generating ideas for process and service improvement planning
- Participating in and contributing to performance improvement activities
- Completing daily, biweekly, and monthly internal reports
- Sensing trends in real-time to give clarity to PartnerHero and the partner'steams, and identifying opportunities for process and structure improvements
- Assisting with projects and other duties as requested or assigned
- Assisting in implementing and maintaining operational processes to ensure compliance with Company policies, legal requirements, and regulatory mandates
- Reviewing and adhering to all Company policies and procedures and the Employee Handbook
What You Bring To The Table
- 2-3+ years experience in a BPO organization, as part of workforce management ideally within a customer support, contact center environment
- Solid knowledge of Google Sheets, and Workforce planning tools
- Sufficient use of 3rd party data warehousing tools like Metabase, Looker, etc.
- Organized, super analytical, and detail-oriented
- Very strong written and verbal communication skills with the ability to reduce informational complexity to clear, succinct, and concise steps
- Knowledge, understanding, and experience working with customer support productivity metrics (AHT, FCR, ART, etc)
- Knowledge, understanding, and experience working with contact center metrics (Shrinkage, Adherence, Occupancy, etc)
- A high degree of comfort with data - obtaining, analyzing, and reporting
- Familiarity with data visualization platforms like Google Data Insights, Tableau, Chartio, Datazen, Data Studio, Power BI and Plotly
- Familiarity with numerous CX / CRM platforms, such as Zendesk, Salesforce, Help Scout, and Freshdesk
- Familiarity with common KPIs, benchmarks, and reporting best practices in a CX context
- Knowledge and experience working on SaAS platforms is good to have but not required
- A leader that can build a strategic vision and generate buy-in through influential storytelling
- Experienced in selecting, implementing, and optimizing customer experience and workforce management technology
- Ability to multitask, collaborate, and prioritize in a fast-paced and deadline-driven environment
- An optimistic, high-energy problem solver who pursues sustainable long-term solutions
- Self-motivated - you don't look for direction, you make it happen
What We Provide
- Hybrid workplace - depending on the partner, role, management, and/or personal workspace
- Overtime is available if applicable
- Competitive compensation based on experience
- Attractive benefits package including medical, dental, and vision options based on location
- Access to free posture-based fitness workouts from home
- Paid Sabbatical Leave
- Training opportunities provided by PartnerHero and outside entities
- 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
Why PartnerHero?
PartnerHerois a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.
Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging, and opportunity.
Read more about our Core Values and storyhere
PRIVACY NOTICE
PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.
To understand more about PartnerHero's privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here .
I consent to be contacted over SMS/Text for this job.
#J-18808-Ljbffr-
Workforce Real Time Analyst
2 weeks ago
Manila, National Capital Region, Philippines SupportNinja Full timeWe're obsessed with growth. From enabling companies to flourish, to helping careers bloom.SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo....
-
Real Time Analyst
2 weeks ago
Manila, National Capital Region, Philippines ALLSECTECH MANILA, INC Full timeSummary of Duties: The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met. Main Responsibilities:Manage the call volume, real time monitoring of intraday, and program break schedules.Assist operations to maintain service level and create valuable report to do forecastingGenerate ideas for...
-
Real Time Analyst
2 weeks ago
Manila, National Capital Region, Philippines Manulife Insurance Malaysia Full timeWe are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and...
-
Real Estate Salesperson
2 weeks ago
Manila, National Capital Region, Philippines Sqyrs Real Estate Services Full timeLegally market and sell real estate properties in the Philippines.Did you know that the name "Real Estate Agent or Specialist" is NOT recognized by Republic Act 9646 or Real Estate Service Act of the Philippines as a legitimate real estate practitioner? There are only five duly recognized real estate practitioners as per RESA Law and they are the...
-
Real Time Analyst w/ 24K Signing Bonus
2 weeks ago
Manila, National Capital Region, Philippines TRANSCOSMOS ASIA PHILIPPINES, INC. Full timeQualifications:College Graduate / bachelor's degree in any field.Preferably with at least 2 years solid experience as Real Time Analyst in a BPO set up.With experience in forecasting and scheduling.Has background in Inbound, Outbound, and Non-Voice services (knowledge on all lines of businesses is a plus).Amenable to work onsite and on a shifting scheduleCan...
-
Real Time Analyst w/ 24K Signing Bonus
2 weeks ago
Manila, National Capital Region, Philippines TRANSCOSMOS ASIA PHILIPPINES, INC. Full timeQualifications:College Graduate / bachelor's degree in any field.Preferably with at least 2 years solid experience as Real Time Analyst in a BPO set up.With experience in forecasting and scheduling.Has background in Inbound, Outbound, and Non-Voice services (knowledge on all lines of businesses is a plus).Amenable to work onsite and on a shifting scheduleCan...
-
Real Assets Data Operations Analyst
2 weeks ago
Manila, National Capital Region, Philippines University of New South Wales Full timeMSCI is excited to offer this opportunity to join its Manila-based Real Assets Data Operations Team. This position is responsible for tracking commercial Real Estate market transactions. No prior Real Estate experience is necessary. The role will also suit a recent graduate who has an analytical mind and the ability to communicate in a clear and engaging...
-
Data Analyst, Real Estate Industry
2 weeks ago
Manila, National Capital Region, Philippines S&P Global, Inc. Full timeAbout the Role:Grade Level (for internal use):07The Role:As a Data Analyst in Real Estate Industry Content, your main task would be to extract, scrutinize, and standardize the property assets and aggregate level essential data relevant to real estate covered companies, which is then provided to our clients in the form of a formulated product for S&P...
-
real state agent
2 weeks ago
Manila, National Capital Region, Philippines CENTURY PROPERTIES Full timeWE ARE HIRINGFULL-TIME DIGITAL MARKETING (REAL STATE AGENT)Join our LOCAL & INTERNATIONAL TeamMonthly allowance plus INCENTIVES and as much as Php 100,000 or More COMMISSIONSAnd get a chance to TRAVEL ABROADCompany: CENTURY PROPERTIESLocation: Makati CityBe part of our team
-
Real Estate Sales Director
2 weeks ago
Manila, National Capital Region, Philippines Filinvest Land Inc. Full timeCompany DescriptionFilinvest Land Inc. is a leading full-range property developer based in Metro Manila. Established over 60 years ago, Filinvest has diversified its business interests into real estate, banking and financial services, hotel and resort management, power generation, and the sugar industry. With a commitment to building the Filipino dream,...
-
Real Assets Data Operations Analyst
2 weeks ago
Manila, National Capital Region, Philippines MSCI Inc Full timeYour team responsibilities MSCI is excited to offer this opportunity to join its Manila-based Real Assets Data Operations Team. This position is responsible for tracking commercial Real Estate market transactions. No prior Real Estate experience is necessary. The role will also suit a recent graduate who has an analytical mind and the ability to communicate...
-
Finance and Accounting Head
2 weeks ago
Manila, National Capital Region, Philippines Primehomes Real Estate Development Inc. Full timeFinancial Leadership: Lead and manage the finance and accounting team, providing strategic direction and support. Develop and implement financial strategies to support the company's growth and profitability goals. Collaborate with senior management to define and execute the financial vision and goals of the organization. Financial Planning and Analysis:...
-
Real Estate
2 weeks ago
Manila, National Capital Region, Philippines Capital Infratechomes Pvt Ltd Full timePosted: 15 days ago Openings: 4 Applicants: 116 ROLES & RESPONSIBILITIES:1. Handling Client queries via phone, email & attending walk in clients2. Generation of allotment letter ,Reminder Letter's, Demand Letter, TPA & PTM etc.4. Calling for Outstanding Demands.5. Bank Document Preparation for APF6. Document Insertion in Files7. Interest / delay Penalty...
-
Reporting Analyst
2 weeks ago
Manila, National Capital Region, Philippines IntouchCX Full timeIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with...
-
Leasing/Sales Analyst/ Broker
2 weeks ago
Manila, National Capital Region, Philippines KMC Savills, Inc. Full timeManila, NCR, Philippines Transactions and Advisory About the job Leasing/Sales Analyst/ Broker (Real Estate)KMC SAVILLS is the Philippines' leading full service real estate solutions provider for local and multinational business locators.LOCATION : Head Office, BGC, TaguigJOB QUALIFICATIONBachelors degree in Business Management, Real Estate or any Business...
-
Analyst
2 weeks ago
Manila, National Capital Region, Philippines Xentrasolutions Full timeAs a QA Analyst, you will be responsible for ensuring the quality of our software products through comprehensive testing and meticulous analysis.Key Responsibilities:Develop and execute test plans, test cases, and test scripts to thoroughly test software applications, including functional, regression, integration, and performance testing.Identify, document,...
-
Research Analyst
2 weeks ago
Manila, National Capital Region, Philippines FactSet Full timeResearch Analyst - GPD Corporate Actions page is loaded Research Analyst - GPD Corporate Actions Apply locations Philippines, Manila, One Le Grand Tower (Manila - One Le Grand) time type Full time posted on Posted 3 Days Ago job requisition id R24056 FactSet is a leader in providing research and analytical tools to finance professionals. FactSet offers...
-
Data Analyst
2 weeks ago
Manila, National Capital Region, Philippines Lone Wolf Technologies Inc. Full timeWe're here to make real estate transactions simpler. We do that by providing a digital lead-to-close experience for agents, brokers, and their consumers. We've seen a lot of change over the past 30 years—but we've been here to support real estate from day one.With the diverse landscape of the real estate industry, we want diverse talent We want to...
-
Consultant/Business Analyst
2 weeks ago
Manila, National Capital Region, Philippines Pulsar Knowledge Centre Full timeAbout PKC AdvisoryPKC Advisory offers a wide range of business advisory services to a large number of clients in the GCC and wider MENA region. We are the partner of choice to many of our clients delivering a sustainable value proposition through our strong multi-disciplinary team, wide spectrum of expertise, flexible engagement model placing Client First,...
-
Junior Commercial Real Estate Agent
2 weeks ago
Manila, National Capital Region, Philippines Marcus And Millichap Full timeMarcus & Millichap is the industry's largest firm specializing in real estate investment sales and financing, as well as a leading source of research and advisory services. We currently have established teams that are setting new records and looking to expand. This lucrative career is tailored for very determined, energetic and friendly candidates with a...