Real Time Analyst

2 days ago

Iloilo City, Western Visayas, Philippines Knack RCM (formerly HealthyBOS) Full time ₱270,000 - ₱360,000 per year

Key Responsibilities:

  • Monitor team performance and provide interval reports from the dialer to supervisors and managers.
  • Generate daily, weekly, and monthly progress reports for operations.
  • Provide real-time updates on the statuses of inbound queues, both internally and externally.
  • Forecast necessary agent staffing to ensure optimal call queue management.
  • Determine appropriate staffing levels to meet operational goals.
  • Assess and simulate the impact of forecasted volume, planned Average Handle Time (AHT), shrinkage, and other factors on service levels.
  • Create and adjust team schedules on an interval, daily, and weekly basis, including production, breaks, meetings, and time off.
  • Administer shift bids across multiple sites and lines of business.
  • Develop and adjust employee schedules to meet daily work volume demands.
  • Modify breaks, lunches, and start/stop times based on Intra-Day reporting.
  • Analyze work volume patterns to identify trends and collaborate with operations on staffing needs.
  • Create volume and handle time forecasts for various intervals.
  • Manage the interval, daily, and weekly staffing plans to ensure the center is appropriately staffed.

Qualifications:

  • Bachelor's degree preferred.
  • Proficiency in Microsoft Excel.
  • Strong analytical skills and ability to work independently.
  • Excellent written and verbal communication skills.
  • Ability to collaborate with all levels of the organization in capturing, managing, and communicating performance metrics.
  • Must be amenable to work onsite in Iloilo City.

Job Types: Full-time, Permanent

Pay: Php21, Php30,000.00 per month

Ability to commute/relocate:

  • Iloilo City: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

  • Workforce Management: 2 years (Required)

Work Location: In person

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