Real Time Analyst

3 weeks ago

Philippines Buscojobs Full time

Real Time Analyst jobs in the Philippines

Explore Real Time Analyst opportunities that focus on optimizing operations through real-time data analysis, queue management, and staffing decisions. Real Time Analysts monitor live data streams, identify trends, and provide actionable recommendations to stakeholders to improve efficiency and service levels. They work with Workforce Management tools to manage real-time adherence, schedule changes, and reporting, collaborating with Operations, IT, HR, and other teams.

Job Description

The Real Time Analyst is responsible for real-time monitoring, queue management, and ensuring alignment of staffing with forecasted demand to meet service levels. Responsibilities typically include:

  • Monitor real-time adherence across multiple sites and log schedule changes; flag and report system outages.
  • Ensure calls and activities meet SLAs by reviewing out-of-adherence events and auxiliary activities.
  • Manage call volumes and staffing levels; process schedule adjustments and leave requests.
  • Prepare and maintain hourly, intraday, daily, weekly, and monthly reports; analyze real-time volume trends to adjust staffing as needed.
  • Collaborate with Operations, IT, HR, and other departments to ensure smooth production and accurate reporting.
Required Qualifications
  • Minimum 1 year of experience as a Real Time Analyst in a call center environment; familiarity with Workforce Management functions is a plus.
  • Proficiency in Microsoft Office; experience with WFM tools (e.g., Aspect eWFM, Blue Pumpkin, IEX) is preferred.
  • Strong analytical, problem-solving, and communication skills (oral and written).
  • Ability to operate in a fast-paced environment and work as part of a team; capable of handling multiple tasks with attention to detail.
Preferred Qualifications
  • Experience with call center metrics, forecasting, scheduling, and real-time monitoring; knowledge of load balancing and queue management.
  • Experience with data visualization tools and large data sets; proficiency in Excel and related software.
  • Familiarity with on-site or hybrid work environments and flexible scheduling.
Working Arrangements and Benefits

Typical arrangements include on-site or hybrid setups, depending on the employer. Benefits may include performance bonuses, health coverage, meal subsidies, and career development opportunities.

Equal Opportunity

Manulife is an Equal Opportunity Employer. We embrace diversity and are committed to fair recruitment, retention, advancement and compensation without discrimination based on race, color, religion, national origin, gender, age, disability, or other protected status.

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