Real Time Analyst/Systems Admin

7 days ago

Makati City, National Capital Region, Philippines Vault Outsourcing OPC Full time ₱900,000 - ₱1,200,000 per year


About the Role

The Real Time Analyst (RTA) is responsible for monitoring and managing operational and telephony support, ensuring tickets and issues are actioned in a timely manner with clear updates, accurate investigation, and appropriate triage. The role also supports the creation and execution of outbound dialler campaigns in Genesys, delivering data-driven insights and reporting on campaign and operational performance.

Key Responsibilities

Data Analysis & Reporting

  • Monitor intraday performance metrics, flagging variances against forecasts and SLAs.
  • Analyse operational data to identify trends, risks, and improvement opportunities.
  • Generate and distribute regular performance dashboards and ad hoc reports for key stakeholders.
  • Provide actionable insights and recommendations to improve efficiency, service levels, and campaign effectiveness.

Real-Time and Ticket Management

  • Monitor and triage Salesforce and Telephony tickets using playbooks.

  • Conduct initial ticket reviews, resolve where possible, or escalate appropriately.

  • Ensure timely updates, follow-ups, and communication on ticket status.

  • Identify recurring issues and support root-cause analysis and process improvements.

Outbound Dialler Campaigns

  • Coordinate with internal teams to set up, schedule, and monitor outbound dialler campaigns.

  • Perform troubleshooting, track campaign performance, and provide data-driven insights for optimisation.

Telephony Platform Maintenance

  • Maintain and update user profiles, permissions, and onboarding/offboarding tasks.

  • Provide Level 1 support for Telephony/Omni Channel issues, escalating when necessary.

  • Document system configurations, retrieve logs, and liaise with vendors (Datacom/Salesforce).

  • Train users on Genesys/Omni Channel functionality and audit DID numbers and call usage.

Qualifications

  • Strong technical skills in Salesforce (ideally Financial Services Cloud) and Telephony (Genesys experience preferred).

  • Analytical skills with the ability to handle, interpret, and present data effectively.

  • Clear and professional communication skills, both written and verbal.

  • Ability to manage priorities independently with a focus on operational excellence and stakeholder experience.


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