Urgent Hiring Real-Time Analyst

3 hours ago

Ayala Alabang, National Capital Region, Philippines Moder Full time ₱300,000 - ₱480,000 per year

Company Description

Moder is a tech-forward outsourcing company established in December 2020 to enhance the financial health of businesses by optimizing in-house processes with skilled talent, advanced technology, and industry best practices. Specializing in serving the US mortgage, insurance, and banking sectors, Moder provides tailored outsourcing solutions ranging from project management to customer service and operational support. With teams in the US, India, and the Philippines, Moder is led by industry experts with extensive financial services experience, ensuring top-tier service delivery for clients. Moder takes pride in its commitment to exceptional service, leveraging decades of expertise in outsourcing and financial industries to deliver impactful results.

Role Description

This is a full-time on-site role for a Real-Time Analyst (RTA) – BPO Operations located in Muntinlupa City. The RTA will be responsible for monitoring and managing real-time contact center performance, analyzing data to ensure adherence to schedules, and implementing workforce management strategies. The role involves communicating updates to the operations team, recommending adjustments to meet service level agreements, and maintaining tools such as eWFM for efficient workforce management and reporting.

Key Responsibilities

  • Monitor & Analyze:
     Track real-time metrics (call volumes, SLAs, agent adherence) to maintain operational efficiency.
  • Schedule Management:
     Adjust staffing, breaks, and shifts based on live data and unexpected changes.
  • Alert Response:
     Act quickly to resolve service level risks and operational disruptions.
  • Reporting:
     Prepare and publish reports on AHT, shrinkage, attendance, headcount, and attrition.
  • Collaboration:
     Work closely with WFM, operations, and leadership teams to support forecasting and continuous improvement.
  • Incident Management:
     Report downtime and coordinate with tech teams for resolution.

Qualifications

  • Bachelor's degree (preferred).
  • 2–4 years
     experience as an RTA or in Workforce Management within a BPO environment.
  • Strong analytical and problem-solving skills.
  • Proficiency in WFM tools and MS Excel.
  • Excellent communication and adaptability in a fast-paced setting.
  • Willing to work onsite on a night shift, residing near Alabang

What We Offer

  • Competitive salary package.
  • HMO coverage + 1 free dependent.
  • Life insurance.
  • Career growth in a dynamic BPO environment.

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