Real-Time Performance Analyst

3 days ago

Marikina City, National Capital Region, Philippines beBeeOperations Full time ₱45,000 - ₱60,000
Job Title: Real Time Operations Manager

Career Opportunities

A great place to work.

  • The primary role of the Real Time Operations Manager is to manage and/or balance service levels for the company across all internal and external locations, lines of business, and products according to any contractual agreements and internal goals.

Responsibilities:

  1. Updates and processes data for real-time performance analysis.
  2. Obtains quantifiable performance figures in order to make critical recommendations to address account performance issues.
  3. Manages and monitors the queue for the Operations account against the attainment of passing service levels.
  4. Keenly observes the queue and proactively responds with action plans for the account's activities by continually communicating with Operations Management.
  5. Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers.
  6. Escalates relevant information on account performance to Management and ensures proper documentation on major incidents.
  7. Keep up to date on new policies and procedures addressing day-to-day issues of specific accounts.
  8. Provide information on key issues and challenges in attaining service levels and devises necessary responses to resolve such matters.
  9. Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and circumstances impacting account performance.

Required Skills and Qualifications:

  • High school diploma or equivalent with a minimum of 1 year of WFM or related experience.
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
  • Decisiveness and attention to detail.
  • Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

Key Skills:

  • Real-time analytics
  • Summarize, visualize, and present data with knowledge of key call center metrics.
  • Analytical skills to review information, analyze data, and make appropriate recommendations for improvement.
  • Strong communication skills to ensure that employees are kept informed of developments effectively.
  • Organizational skills to manage a range of tasks, prioritize responsibilities, and meet deadlines.
  • Ability to handle pressure and work effectively in fast-paced situations.

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