Real Time Analyst

2 days ago

Clark Freeport Zone Pampanga, Philippines Sutherland Full time ₱900,000 - ₱1,200,000 per year

Sutherland is seeking an attentive and goal-oriented person to join us as a Real Time Analyst. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

Leads in this role get to:

  • Be the expert: Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs like Service Level/ Abandonment % / Line Adherence / Handling Capacity/ SIR . 
  • Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level Extend support. 
  • Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering Consultants . 
  • Coordinate offline activities.
  • Prepare EOD performance analysis reports Strengthen relationships. 
  • Follow up and ensures callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery. 
  • Partner with Ops MOD and keeps them informed through callouts on consultant level deviations and KPIs Support the Team 
  • Demonstrate leadership skills; be able to take the lead in making improvements and resolving issues

Qualifications:

Our most successful candidates will have:

·       At 2-3 years of work experience in a Call Center

·       Experience in the following WFM tools is required: Verint, iEx, Five9

·       Basic-Intermediate knowledge of MS-Excel

·       Bachelor's degree in the following fields (preferred): Mathematics, Engineering, Information Technology or Business Management

·       Basic understanding of call center KPIs: AHT, Service Level

·       Good verbal and written communication

·       Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary

·       Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues

·       Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team player and a team leader

·       Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives

  • Real Time Analyst

    2 weeks ago

    Clark Freeport Zone, Pampanga, Philippines Sutherland Full time ₱900,000 - ₱1,200,000 per year

    Sutherland is seeking an attentive and goal-oriented person to join us as a Real Time Analyst. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with youLeads in this role get to:Be the expert: Monitor queues in...

  • Real Time Analyst Supervisor

    2 days ago

    Clark Freeport Zone, Pampanga, Philippines Sutherland Full time ₱900,000 - ₱1,200,000 per year

    Sutherland is seeking an attentive and goal-oriented person to join us as an Associate Manager – Workforce Analytics (RTA).We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with youAssociate Managers in this role get...

  • Real Time Analyst

    3 days ago

    Clark Freeport Zone, Pampanga, Philippines IntouchCX Full time ₱600,000 - ₱1,200,000 per year

    Job Description:Evaluate large amounts of dataCommunicate data in a clear and concise manner to Management Teams, Team Leaders and team membersAdjust staffing and scheduling according to the changing needs of the businessSolicit extra hours or voluntary time off where applicable, to ensure staffing meets forecasted volumes for clientsMonitor schedules and...

  • Non-Destructive (NDR) Reports and Data Analyst

    2 days ago

    Clark Freeport Zone, Pampanga, Philippines Boomering inc Full time ₱45,000 - ₱55,000 per year

    Position Title: Non-Destructive (NDR) Reports and Data AnalystWork Set-up: Work From HomeSalary: Php 45,000.00 – Php 55,000.00Schedule: Monday - Friday, 2:00 PM – 11:00 PM PH Time | UK HolidaysOur client is a leader in structural repairs, boasting over 30 years of experience. Their dedicated team is committed to providing exceptional service to...

  • Senior Business Analyst

    2 weeks ago

    Clark Freeport Zone, Pampanga, Philippines Boomering inc Full time ₱110,000 - ₱120,000 per year

    Position: Senior Business AnalystJob Type: Full TimeWork Setup: Office-based (Philexcel Clark, Pampanga)Work Days: Monday - FridayWork Schedule: 07:00 AM – 03:30 PM PH Time Zone (Morning Shift)Holidays to follow: Philippine HolidaysSalary Budget: Php 110,000.00 – 120,000.00 gross salary packageAre you interested in joining a fast-paced, internationally...

  • Quality Assurance Analyst– Hybrid

    13 hours ago

    Clark Freeport Zone, Pampanga, Philippines Private Advertiser Full time ₱42,000 - ₱45,000 per year

    The Quality Assurance Analyst (QA) is responsible for evaluating customer interactions to ensure service consistency and adherence to company policies and standards. This role involves monitoring and reviewing calls, tickets, and customer feedback to identify performance gaps, enhance agent skills, and improve overall customer satisfaction. The QA will play...

  • Compliance Analyst

    15 hours ago

    Clark Freeport Zone, Philippines Bolder Group Full time ₱400,000 - ₱600,000 per year

    At Bolder, we support ideas, ambitions, growth and acceleration, because we truly believe the potential of globalisation for businesses and professionals is unlimited. We recognize that the financial services industry is constantly evolving. In order to manage the increased complexity in services and compliance, we monitor the international developments and...

  • Workforce Analyst- RTA in Pampanga

    2 weeks ago

    Clark Freeport Zone, Philippines J-K Network Manpower Services Full time ₱40,000 - ₱90,000 per year

    WORKFORCE ANALYST (Junior to Senior) | Hybrid - Working onsite + Earn Up to P70,000 AND ABOVE SALARYPosition: Workforce Analyst /RTA (Junior to Senior)Company Industry: IT / BPO COMPANYWork Schedule: Morning and Night Shift (Shifting)Salary: P40,000-P90,000 (Negotiable)Complete benefits, Package & IncentivesWork Set-Up: Hybrid (onsite/work from home)Work...

  • Financial Analyst

    4 days ago

    Clark Freeport Zone, Pampanga, Philippines Beepo Inc. Full time ₱900,000 - ₱1,200,000 per year

    Remote | Day ShiftCompetitive Total Rewards (Compensation, Allowance, HMO, and Paid Time Off)Company Provided EquipmentDiscover your 100% YOU with BeepoPosition: Financial Analyst - Audit & ComplianceLocation: Central LuzonWork setup & shift: Remote | Day ShiftWhat's in it for you?Competitive Total Rewards (Compensation, Allowance, HMO, and Paid Time...

  • CYBERSECURITY ANALYST 1

    3 days ago

    Clark Freeport Zone, Pampanga, Philippines Seidotech Solutions Corporation Full time ₱450,000 - ₱900,000 per year

    About the role: As a Cyber Security Analyst – Tier 1, you will be working Mondays to Thursdays, from 12:00 NN to 10:00 PM PH Time, at the Security Operations Center (SOC), you will be the first responder for business-impacting cyber security incidents that arise in our customers' environments. Fast, effective, and courteous service is the lifeblood of our...