Real Time Analyst

9 hours ago

Manila, Philippines Remitly Inc. Full time

Real Time Analyst page is loaded## Real Time Analystlocations: Manila, Phillippinestime type: Full timeposted on: Posted Todaytime left to apply: End Date: October 18, 2025 (7 days left to apply)job requisition id: R\_ **Job Description:**.The**Real-Time Analyst (RTA)** is responsible for real time monitoring, tracking, communicating and reporting on multiple channels/lines of business, ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels.**Primary Duties and Responsibilities:*** Real-time monitoring of all queues, making adjustments to task allocations driven by real-time trends* Real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests and schedule changes, checking and flagging them according to their performance in terms of thresholds set for ACW, Hold Time, ATTR, ASA, etc.* Build, maintain, and prepare hourly, intraday/end-of-day, weekly, and monthly reports while ensuring timeliness and accuracy of data.* Analyze real-time volume trends and make staffing adjustments to ensure service level and productivity/efficiency goals are met.* Coordinate and collaborate with Operations, IT, HR and other departments to ensure the smooth functioning of the production environment.**Required Qualifications:*** Minimum 1 year of experience as a Real Time Analyst in a call center environment and familiarity with Workforce functions required.* 6 months using one of the following systems: Aspect eWFM, Blue Pumpkin, or IEX* Some experience with call center reporting and metrics preferred* Proficiency in Microsoft Office Applications including Word and Excel and other relevant software required* Strong Analytical Skills required to critically assess situations and make decisions in real time* Excellent problem solving and decision-making skills* Ability to operate effectively in a team environment* Excellent oral and written communication skills and interpersonal skills* Experience in handling Voice Chat and Back office Support**Working Conditions:*** Amenable to work in the office at Mandaluyong* Can work on weekends and flexible working hours* Willing to work on shifting schedules.Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.#J-18808-Ljbffr

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