Real Time Analyst

4 weeks ago

Makati, Philippines Vault Outsourcing OPC Full time

About the Role

The Real Time Analyst (RTA) is responsible for monitoring and managing operational and telephony support, ensuring tickets and issues are actioned in a timely manner with clear updates, accurate investigation, and appropriate triage. The role also supports the creation and execution of outbound dialler campaigns in Genesys, delivering data-driven insights and reporting on campaign and operational performance.

Key Responsibilities Data Analysis & Reporting
  • Monitor intraday performance metrics, flagging variances against forecasts and SLAs.
  • Analyse operational data to identify trends, risks, and improvement opportunities.
  • Generate and distribute regular performance dashboards and ad hoc reports for key stakeholders.
  • Provide actionable insights and recommendations to improve efficiency, service levels, and campaign effectiveness.
Real-Time and Ticket Management
  • Monitor and triage Salesforce and Telephony tickets using playbooks.
  • Conduct initial ticket reviews, resolve where possible, or escalate appropriately.
  • Ensure timely updates, follow-ups, and communication on ticket status.
  • Identify recurring issues and support root-cause analysis and process improvements.
Outbound Dialler Campaigns
  • Coordinate with internal teams to set up, schedule, and monitor outbound dialler campaigns.
  • Perform troubleshooting, track campaign performance, and provide data-driven insights for optimisation.
Telephony Platform Maintenance
  • Maintain and update user profiles, permissions, and onboarding/offboarding tasks.
  • Provide Level 1 support for Telephony/Omni Channel issues, escalating when necessary.
  • Document system configurations, retrieve logs, and liaise with vendors (Datacom/Salesforce).
  • Train users on Genesys/Omni Channel functionality and audit DID numbers and call usage.
Qualifications
  • Strong technical skills in Salesforce (ideally Financial Services Cloud) and Telephony (Genesys experience preferred).
  • Analytical skills with the ability to handle, interpret, and present data effectively.
  • Clear and professional communication skills, both written and verbal.
  • Ability to manage priorities independently with a focus on operational excellence and stakeholder experience.
About the Company

Explore Exciting Opportunities at Vault Outsourcing: Your Gateway to Offshoring Excellence.

Are you seeking a great career opportunity with exceptional benefits? Look no further Vault Outsourcing is not just a company; it's a dynamic force offering a new and exciting career path. We believe our people are our greatest asset and foster a family atmosphere that encourages excellence. Join us in redefining offshoring excellence, where your career is valued, and exciting opportunities await. Discover what we can offer your gateway to a fulfilling career

Exciting Benefits
  • Laptop provided
  • HMO benefits for you and your dependents
  • Group Life Insurance
  • Mental Health Program (Free Consultation)
  • Employee Referral Program (Day 1 eligibility, above-average referral bonus)
  • Up to 20 leave credits per year, starting from the first month (Unused credits convertible to cash)
  • Annual performance review
  • Company events, rewards, and recognition
  • Monthly engagement activities
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