Realtime Analyst

InteLogix – Bacolod, Western Visayas, Philippines As a Real-time Analyst, he/she will play a crucial role in ensuring operational efficiency and excellence within our organization. Their primary responsibility will be to monitor real-time operations and make data-driven decisions to optimize performance and meet key performance indicators (KPIs). This person will collaborate closely with various teams to ensure smooth workflow and timely resolution of issues. Job Responsibilities Real-time Monitoring: Utilize specialized tools and systems to monitor real-time operations across multiple channels such as voice, chat, email, and social media. Identify trends, patterns, and anomalies to proactively address operational challenges. Performance Optimization: Analyze real-time data to identify opportunities for improving efficiency, productivity, and service quality. Make recommendations for process improvements and workflow adjustments to meet service level agreements (SLAs) and KPIs. Resource Allocation: Monitor staffing levels and workload distribution in real-time. Make adjustments to staffing schedules and assignments to ensure adequate coverage and optimal utilization of resources. Issue Resolution: Act as the first point of contact for operational issues and escalations during live operations. Collaborate with relevant teams to troubleshoot and resolve issues promptly, minimizing impact on service delivery. Communication and Coordination: Maintain open communication channels with supervisors, team leads, and frontline staff. Provide timely updates on operational status, emerging issues, and performance metrics. Coordinate with other departments to address cross-functional challenges and ensure alignment of priorities. Data Analysis and Reporting: Generate real-time and ad-hoc reports to track operational performance metrics such as service level attainment, response times, and customer satisfaction scores. Analyze data to identify trends, patterns, and areas for improvement. Continuous Improvement: Actively participate in process improvement initiatives and projects. Provide insights and recommendations based on real-time data analysis to drive operational excellence and enhance customer experience. Qualifications College Graduate of any course but with strong analytical acumen is a plus. Proven experience in a real-time operations environment, preferably in a contact center or customer support setting. Proficiency in using real-time monitoring tools and workforce management software. Strong analytical skills with the ability to interpret complex data sets and make data-driven decisions. Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and levels of the organization. Detail-oriented and proactive approach to problem-solving. Ability to thrive in a fast-paced, dynamic environment and adapt quickly to changing priorities. Familiarity with contact center metrics and performance management principles is a plus. Familiarity with dialer management is an advantage. Applicants should be amenable to work on-site (Robinson's Cyberscape 2, Mandalagan, Bacolod City) and on a graveyard schedule. #J-18808-Ljbffr