Job Opportunities in Philippines

We are seeking a proactive and analytical Real-Time Analyst to join our team. The Real-Time Analyst will be responsible for monitoring, analyzing, and managing real-time activities across various channels to ensure operational efficiency and performance targets are met. This role is crucial in maintaining optimal service levels and quickly addressing any issues that arise.
Key Responsibilities:
Real-Time Monitoring: Continuously monitor real-time data across various channels (e.g., phone, email, chat, social media) to ensure adherence to schedules and service level agreements (SLAs).
Performance Analysis: Analyze real-time performance metrics and key indicators, identifying trends or issues that could impact operations.
Resource Allocation: Make real-time decisions on staffing and resource allocation to address spikes in volume or other changes in demand.
Incident Management: Quickly identify and address any issues or disruptions that affect performance, such as system outages, and communicate with relevant teams to resolve them promptly.
Reporting: Provide real-time reports and updates to management, highlighting performance against SLAs and suggesting improvements.
Collaboration: Work closely with Workforce Management, Operations, and other departments to ensure alignment and optimal performance.
Forecasting & Scheduling: Assist in the development of forecasts and schedules based on real-time data and historical trends.
Tool Utilization: Use workforce management tools and real-time monitoring systems effectively to track and manage performance.
Qualifications:

• Oversee all real-time workforce management (WFM) activities to ensure that both operational and client objectives are achieved.
• Utilize WFM tools to conduct analysis and generate reports, providing insights for continuous improvement.
• Prepare and distribute daily, weekly, and monthly reports to the leadership and Senior Management Team.
• Evaluate historical and forecasted data, analyzing past volume and staffing trends to ensure service level agreements (SLAs) are consistently met.
• Provide timely reporting on key metrics such as call volumes, service levels, and abandon rates as required by the business.
• Familiarity with WFM tools like Verint, Genesys, Aspect, and Calabrio is advantageous.
• Strong proficiency in Excel is required, along with working knowledge of other MS Office tools, including Power Point, Word, and Outlook.
• Comprehensive understanding of various operational activities, including phone, email, chat, community, and social media support.
• Excellent communication skills to effectively engage with clients and stakeholders.
• Ability to work well as part of a team and also as a highly skilled individual contributor.
• Willingness to work flexible schedules to support a 24/7 operation, including the possibility of working day, afternoon, or night shifts across all days of the week.

Job Type: Full-time
Pay: Php34,000.00 - Php35,000.00 per month
Benefits:

• Company events
• Opportunities for promotion
• Paid training

Schedule:

• 8 hour shift
• Afternoon shift
• Day shift
• Early shift
• Evening shift
• Holidays
• Night shift
• Overtime
• Weekends

Supplemental Pay:

• 13th month salary
• Overtime pay

Application Question(s):

• How many years of experience do you have as Real Time Analyst ?
• Are you willing to report onsite?
• Are you comfortable with shifting schedule, weekdays, holidays, and overtime?
• Are you comfortable to undergo background check and drug test?
• What is your mode of transportation?