Real Time Analyst
2 weeks ago
- Ensure staffing and service levels are within an acceptable range.
- Monitors activities to increase occupancy and take advantage of high availability.
- Provide hourly/daily performance updates.
- Alert leadership to trends impacting service levels (e.g., high absenteeism or spikes in volume).
Coordinate with supervisors or team leads to manage understaffing or overstaffing.
Provide regular, constructive feedback to agents. Identify their strengths and weaknesses and create development plans to help them grow in their careers.
- Clearly communicate Key Performance Indicators (KPIs) like Average Handle Time (AHT), Quality Scores, Customer Satisfaction (CSAT), and Adherence to each agent.
- Ensure the team adheres to their schedules, manages break times, and maintains service levels in real-time throughout the day.
- Act as the primary point of escalation for agents dealing with difficult customers, complex issues, or technical problems that they cannot resolve on their own. Generate daily, weekly, and monthly reports on team performance for management. Analyze trends and provide insights based on the data.
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Real Time Analyst
4 days ago
Quezon City, National Capital Region, Philippines Unify CX Full time ₱1,200,000 - ₱2,400,000 per yearUnify CX is looking for an extraordinary Real Time Analyst to join our motivated and ambitious team.Role: Real Time AnalystWork Location/Setup: Philippines | On-SiteShift Schedule: 5-day work week | Shifting Schedule | GraveyardWhat Will You Do?As the Real Time Analyst is responsible for monitoring live call center operations to ensure optimal staffing,...
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Real Time Analyst
4 weeks ago
Quezon City, National Capital Region, Philippines Manulife Insurance Malaysia Full time***Nous utilisons des* *pour fournir des statistiques qui nous aident à vous offrir la meilleure expérience sur note site. Vous y trouverez des renseignements sur les témoins, ou vous pouvez les désactiver si vous préférez. Toutefois, en continuant d'utiliser le site sans modifier les paramètres, vous consentez à notre utilisation de***Real Time...
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Workforce Real Time Analyst
7 days ago
Quezon City, National Capital Region, Philippines Stark Asia Solutions Inc. Full time $104,000 - $130,878 per yearThe Workforce Real Time Analyst is responsible for monitoring and managing the daily operations of a contact center to ensure key performance indicators are met. This role involves making real-time adjustments to staffing based on call volume, agent adherence, and other critical metrics. The ideal candidate will have strong analytical skills, excellent...
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Real Time Analyst
7 days ago
Quezon City, National Capital Region, Philippines Manulife Full time ₱900,000 - ₱1,200,000 per yearTheCSC Operations Real Time Analystis responsible for multi-site real-time monitoring, queue management, tracking of schedule adherence and management of resources driven by real time trends to ensure consistency in Service Level performance.Position ResponsibilitiesMonitor real-time adherence across multiple sites, handle adherence issues, and log schedule...
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Real Time Analyst
2 weeks ago
Quezon City, National Capital Region, Philippines Manulife Full time ₱1,200,000 - ₱2,400,000 per yearThe CSC Operations Real Time Analyst is responsible for multi-site real-time monitoring, queue management, tracking of schedule adherence and management of resources driven by real time trends to ensure consistency in Service Level performance. Position Responsibilities:Monitor real-time adherence across multiple sites, handle adherence issues, and log...
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Real Time Analyst
56 minutes ago
Makati City, National Capital Region, Philippines eTeam Full time ₱600,000 - ₱900,000 per yearJob Title: Real-Time Analyst Location: Taguig (On-site) Salary: ₱60,000/month Contract Duration: 6 months Employment Type: Full-time, On-siteAbout the RoleWe are seeking a Real-Time Analyst (RTA). In this role, you will play a critical part in ensuring SLAs are met by monitoring queues, optimizing staffing, and providing real-time operational support to...
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Real Time Analyst
4 days ago
Mandaluyong City, National Capital Region, Philippines Remitly Full time ₱900,000 - ₱1,200,000 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 ResponsibilitiesReal-time monitoring of all queues,...
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Real Time Analyst
2 weeks ago
Makati City, National Capital Region, Philippines Probe CX Full time ₱900,000 - ₱1,200,000 per yearThe Real Time Analyst is primarily responsible for closely monitoring real-time call volumes & staffing to be able to identify whether the actual data corresponds with the data in the forecasted call volumes and staffing done by the Forecasting and Scheduling Team.The Real-Time Analyst is responsible for, but not limited to:Quality Management- Performs...
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real time analyst
1 week ago
Quezon City, National Capital Region, Philippines Private Advertiser Full time $104,000 - $130,878 per yearEnsures 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 of circumstances impacting account performance.Updates and processes data for real-time performance analysis.Obtains quantifiable performance figures (i.e. call volume, AHT,...
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Real Time Coordinator
2 weeks ago
Quezon City, National Capital Region, Philippines Intelassist Full time ₱600,000 - ₱720,000 per yearEmployment Type:Full-Time EmploymentWork Setup:Onsite onboarding for a two to four weeks, followed by a transition to a remote setup.Work Schedule:Night Shift (Following U.S. Eastern Time Zone)Location:Eastwood, Libis, Quezon CitySalary Package:50,000 PHP to 60,000 PHP/MonthlyPosition OverviewThe Real Time Coordinator (RTC) in Workforce Management is...
