Realtime Analyst

Davao City, Philippines | Posted on 12/31/2024

• Shift Schedule: 9AM-6PM EST to overlap with primary client engagements
• Country: Philippines
• Work Experience: 0-1 year

RTA Roles and Responsibilities:

1. Real-time Queue monitoring
2. Incident tracking, logging, and escalations
3. Check for Schedule adherence
4. Analysis of daily MIS reports

For example:

1. If more breaks have been rostered than can be managed, feedback must be provided to the scheduler to rework the schedules.
2. If call volumes and AHT vary on particular days, feedback should be provided to the forecaster to adjust the forecast.

Escalation to be made to management regarding:

1. High Call Volume
2. High Absenteeism
3. Downtime
4. Non-Adherence to shift timings / Breaks by Agents
5. Lateness
6. Updates on contractually & Internal KPI MET / NOT MET

Accuracy must be maintained for all reports generated by the RTA team and sent to Operations. Roster Adherence must be followed, and any deviations need to be highlighted to the Operations and Scheduling team.

The ESMS tool must be used effectively, with all escalations done through this tool and emails sent for any non-adherence to the schedule.

Timely and accurate updating of Attendance is essential. End of Day (EOD) reports must be sent to all stakeholders.

If Operations calls for a Sac Off, approval must be obtained from the process head. It must be ensured that no Agent works more than six days in a week; if this occurs, it should be highlighted to Operations Managers.

In case of shift swaps, it must be checked that the difference between the two shifts of an agent is more than 12 hours and is intimated 48 hours in advance.

The Real-Time Team, once on shift, should review the previous day’s performance, assess the current day’s requirements, and planned staffing. Inform Ops AM and Manager if there are any shortfalls and plan for extra support required (Team Leaders and Support staff login) during affected intervals.

In the event agents inform about their absence in advance, this information must be communicated to the Real-Time Team by the Operations SPOC by the End of Business. The Real-Time Team will check the rosters and inform the operations team of the list of agents who have an off for the next day. The Operations Team will ensure they call in agents to cover the shortfall.