Real Time Analyst

2 weeks ago

Quezon City, National Capital Region, Philippines Allianz-Synergia Inc. Full time ₱900,000 - ₱1,200,000 per year
  • 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.

  • Real Time Analyst

    6 days ago

    Quezon City, National Capital Region, Philippines Unify CX Full time ₱1,200,000 - ₱2,400,000 per year

    Unify 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,...

  • Workforce Real Time Analyst

    1 week ago

    Quezon City, National Capital Region, Philippines Stark Asia Solutions Inc. Full time $104,000 - $130,878 per year

    The 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...

  • Real Time Analyst

    1 week ago

    Quezon City, National Capital Region, Philippines Manulife Full time ₱900,000 - ₱1,200,000 per year

    TheCSC 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...

  • Real Time Analyst

    3 days ago

    Makati City, National Capital Region, Philippines eTeam Full time ₱600,000 - ₱900,000 per year

    Job 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...

  • Real Time Analyst

    6 days ago

    Mandaluyong City, National Capital Region, Philippines Remitly Full time ₱900,000 - ₱1,200,000 per year

    Job 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,...

  • real time analyst

    2 weeks ago

    Quezon City, National Capital Region, Philippines Private Advertiser Full time $104,000 - $130,878 per year

    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 of circumstances impacting account performance.Updates and processes data for real-time performance analysis.Obtains quantifiable performance figures (i.e. call volume, AHT,...

  • Real Time Coordinator

    2 weeks ago

    Quezon City, National Capital Region, Philippines Intelassist Full time ₱600,000 - ₱720,000 per year

    Employment 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...

  • Real Time Coordinator

    4 days ago

    Quezon City, National Capital Region, Philippines Intelassist Full time ₱50,000 - ₱60,000

    Employment 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 Overview:The Real Time Coordinator (RTC) in Workforce Management is...

  • Real Time Coordinator

    2 weeks ago

    Quezon City, National Capital Region, Philippines Intelassist Full time ₱50,000 - ₱60,000

    Employment 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 Overview:The Real Time Coordinator (RTC) in Workforce Management is...

  • Canada Service Workforce Real Time Analyst

    3 days ago

    Makati City, National Capital Region, Philippines ADP Full time ₱400,000 - ₱800,000 per year

    Workforce Management Real Time Analyst (WFM RTA)Summary of Duties:The Real Time Analyst is responsible for managing and ensuring that the service level agreements for various programs are met.Main Responsibilities:Manage the call volume, daily attendance and program break schedulesWork closely with the operations team to analyze and help improve their...