Real Time Analyst
3 weeks ago
Remitly Mandaluyong, National Capital Region, Philippines Join or sign in to find your next job Join to apply for the Real Time Analyst role at Remitly The Real-Time Analyst (RTA) is responsible for real time monitoring, tracking, communicating and reporting on multiple channels/lines of business, ensuring correct assignment of agents as compared to forecasted volume 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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Real Time Analyst
3 weeks ago
Mandaluyong, Philippines Remitly, Inc. Full timeJob 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...
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Real Time Analyst
7 days ago
Mandaluyong City, National Capital Region, Philippines REMITLY PHL OPERATIONS INC Full time ₱80,000 - ₱120,000 per yearJob DescriptionTheReal-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,...
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Real Time Analyst
7 days ago
Mandaluyong City, National Capital Region, Philippines Support Services Group Full time ₱900,000 - ₱1,200,000 per yearMain Responsibilities:Manage call volume, daily attendance, and program break schedules to optimize agent allocation.Assist in setting metrics and targets for service excellence. Scope of Work:Monitor agent status in real-time, ensuring optimal staffing levels for inbound operations.Evaluate adherence and initiate immediate improvements.Conduct real-time...
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Real Time Analyst | Local Account
1 week ago
Mandaluyong, Philippines Support Services Group Full timeMain Responsibilities: Manage call volume, daily attendance, and program break schedules to optimize agent allocation. Assist in setting metrics and targets for service excellence. Scope of Work: Monitor agent status in real-time, ensuring optimal staffing levels for inbound operations. Evaluate adherence and initiate immediate improvements. Conduct...
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Lead Real Time Analyst
2 weeks ago
Mandaluyong, Philippines Sutherland Global Full timeCompany Description Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients’ customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible -...
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Lead Real Time Analyst
2 weeks ago
Mandaluyong, Philippines Sutherland Full timeOverview Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients’ customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible -...
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Lead Real Time Analyst
7 days ago
Mandaluyong City, National Capital Region, Philippines Sutherland Full time ₱1,200,000 - ₱2,400,000 per yearCompany Description Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients' customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible -...
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URGENT HIRING: Real Time Analyst
7 days ago
Mandaluyong City, National Capital Region, Philippines Sutherland Full time ₱900,000 - ₱1,200,000 per yearSutherland is seeking an attentive and goal-oriented person to join us as a Real Time Analyst. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with youLeads in this role get to:Be the expert: Monitor queues in...
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Sr. Associate Real Time Analyst
2 weeks ago
Mandaluyong, Philippines Sutherland Global Full timeCompany Description: Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients’ customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible -...
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Sr. Associate Real Time Analyst
2 weeks ago
Mandaluyong, Philippines Sutherland Full timeOverview Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients’ customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible -...
