Real Time Analyst

2 days ago

Quezon City, National Capital Region, Philippines Intogreat Full time $90,000 - $120,000 per year

JOB SUMMARY:

The Real-Time Analyst ensures optimal workforce utilization to meet service level agreements and performance targets. They monitor real-time adherence, track and report key performance indicators (KPIs), and make intraday adjustments to schedules based on fluctuations in call volume, absenteeism, and other factors. RTAs communicate with operations and leadership to address staffing shortages, optimize agent occupancy, and recommend actions to avoid over- or under-staffing. They provide immediate insights on emerging trends and work closely with Workforce Management (WFM) teams to maintain service consistency and efficiency.

DUTIES AND RESPONSIBILITIES:

· Operational Oversight: Manage daily workforce operations by analyzing key metrics (staffing, call volume, average handling time) and assessing outcomes (service level agreements, average speed of answer, abandonment rate).

· Intraday Monitoring: Monitor real-time performance, making data-driven decisions and consulting with the operations team to enhance efficiency, including managing overtime and adjusting call routing as needed.

· Weekly Planning: Lead the weekly planning process, collaborating with operations to analyze past performance and communicate actionable insights for upcoming weeks.

· Onboarding and Offboarding: Facilitate the onboarding and offboarding of team members, ensuring a smooth integration into the workforce.

· Data Analysis: Conduct in-depth analysis of operational data to identify trends and insights, driving continuous improvement initiatives.

· Process Improvement: Proactively initiate, develop, and implement enhancements to workflows and processes, and participate in special projects to optimize operations.

· Training and Knowledge Transfer: Provide training and knowledge transfer sessions for new workforce management team members, serving as a primary resource for inquiries from real-time analysts and operations.

· Real-Time Issue Resolution: Address real-time operational anomalies by collaborating with team leaders and workforce management to implement effective solutions.

· Reporting: Generate comprehensive reports on operational performance and disruptions, providing stakeholders with insights to inform strategic decisions.

Requirements

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The

requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Experience: 2-3 years of relevant experience in workforce management or operational analysis.

  • Attention to Detail: Exceptional attention to detail and accuracy in analysis and reporting.

  • Communication Skills: Strong written and verbal communication skills, capable of conveying complex data clearly and effectively.

  • Technical Proficiency: Advanced skills in operational and administrative tools, particularly Excel, Humanity, and Calabrio.

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