Real Time Analyst

2 weeks ago

Mandaluyong City, National Capital Region, Philippines REMITLY PHL OPERATIONS INC Full time ₱900,000 - ₱1,200,000 per year

Job Description

TheReal-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 Responsibilities:

  • Real-time monitoring of all queues, making adjustments to task allocations driven by real-time trends
  • Real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests and schedule changes, checking and flagging them according to their performance in terms of thresholds set for ACW, Hold Time, ATTR, ASA, etc.
  • Build, maintain, and prepare hourly, intraday/end-of-day, weekly, and monthly reports while ensuring timeliness and accuracy of data.
  • Analyze real-time volume trends and make staffing adjustments to ensure service level and productivity/efficiency goals are met.
  • Coordinate and collaborate with Operations, IT, HR and other departments to ensure the smooth functioning of the production environment.

Required Qualifications:

  • Minimum 1 year of experience as a Real Time Analyst in a call center environment and familiarity with Workforce functions required.
  • 6 months using one of the following systems: Aspect eWFM, Blue Pumpkin, or IEX
  • Some experience with call center reporting and metrics preferred
  • Proficiency in Microsoft Office Applications including Word and Excel and other relevant software required
  • Strong Analytical Skills required to critically assess situations and make decisions in real time
  • Excellent problem solving and decision-making skills
  • Ability to operate effectively in a team environment
  • Excellent oral and written communication skills and interpersonal skills
  • Experience in handling Voice Chat and Back office Support

Working Conditions:

  • Amenable to work in the office at Mandaluyong
  • Can work on weekends and flexible working hours
  • Willing to work on shifting schedules

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