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, running service level) in order to make critical recommendations to address account performance issues.
  • Manages and monitors the queue for the Operations account against the attainment of passing service levels.
  • Keenly observes the queue and proactively responds with action plans for the account's activities by continually communicating with Team Captains and Operations Management.
  • Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers.
  • Escalates relevant information on account performance to Management and ensures proper document on major incidents.
  • Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts.
  • Provides information on key issues and challenges in attaining service levels, and devices necessary responses to resolve such matters.
  • Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management.
  • Conducts training for new hires, or as required for Operations.

QULIFICATION:

  • Minimum of 1 year of relevant experience in Workforce Management / Operations
  • Expertise in real-time management, reporting and has background in scheduling and capacity planning
  • Proficient in the use of workforce management tool
  • Strong experience in spreadsheet tools like Excel and Google Sheet.
  • Excellent written and verbal communication skills

  • 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 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...

  • 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 ₱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 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...

  • 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...