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Real Time Operations Specialist

1 week ago

Mandaluyong City, National Capital Region, Philippines Remitly, Inc. Full time
Job Summary

We are seeking a highly skilled Real-Time Analyst to join our Customer Success - WFM team. As a key member of our operations team, you will be responsible for ensuring that we have the correct assignment of agents compared to the forecasted volume of incoming tasks to meet service levels.

Key Responsibilities:
  • Monitor and analyze real-time data to identify trends and make adjustments to task allocations.
  • Evaluate agent performance and adherence to schedules.
  • Prepare and maintain reports for hourly, intraday, and end-of-day metrics.
  • Collaborate with cross-functional teams to ensure smooth production environment.
Requirements:
  • 6 months of experience in a similar role.
  • Familiarity with workforce management systems.
  • Strong analytical and problem-solving skills.
  • Excellent communication and teamwork skills.
  • Experience with call center reporting and metrics.