Real Time Analyst

1 week ago

Manila, National Capital Region, Philippines Remitly Full time

On-site - Manila 3-5 Yrs Exp Diploma Full-time

Job Description

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 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 6 months 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.

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