Call Center Performance Analyst

4 days ago


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

The Real-Time Analyst is an essential member of our Customer Success - WFM team, responsible for ensuring that we have the correct assignment of agents compared to the forecasted volume of incoming tasks to meet service levels.

Main Accountabilities:
  • 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.
Key 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.


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