We are looking for a motivated and experienced Real-Time Analyst Supervisor to oversee our real-time analysis team. The Real-Time Analyst Supervisor will be responsible for managing day-to-day workforce management (WFM) activities, ensuring that service levels are met, and that the team performs at a high level. This role requires strong leadership, analytical skills, and a deep understanding of real-time operations within a dynamic environment. Key Responsibilities:
Team Leadership: Manage and guide a team of Real-Time Analysts, offering support, training, and direction to ensure they perform at their best.
Real-Time Oversight: Supervise the monitoring of real-time data across various channels (e.g., phone, email, chat, social media) to consistently meet operational goals and service level agreements (SLAs).
Performance Enhancement: Evaluate real-time metrics and trends to spot areas for improvement and make prompt, data-driven decisions to enhance performance.
Resource Management: Oversee real-time resource distribution, ensuring that staffing levels are sufficient to meet demand and maintain service standards.
Issue Resolution: Quickly identify and resolve any operational disruptions or issues in real-time, working with other departments to ensure timely solutions.
Reporting & Insights: Create comprehensive real-time performance reports for senior management, offering insights and recommendations for improving operations.
Tool Management: Ensure effective utilization of workforce management tools (e.g., Verint, Genesys, Aspect, Calabrio) and provide necessary training to team members.
Cross-Department Collaboration: Partner with Workforce Management, Operations, and other departments to align real-time activities with overall business objectives.
Process Improvement: Lead initiatives to improve processes within the real-time analysis function, enhancing efficiency, accuracy, and service quality.
Qualifications:
Familiarity with WFM tools such as Verint, Genesys, Aspect, and Calabrio is a plus.
Proficiency in advanced Excel is essential, along with a good understanding of other MS Office tools like Power Point, Word, and Outlook.
Experience with programming languages like Python and R is advantageous.
Thorough knowledge of operational activities including phone, email, chat, community, and social media support.
Ability to work both independently and as part of a team.
Strong interpersonal and communication skills for managing team interactions, client relations, and stakeholder communications.
Expertise in people management and thriving in high-pressure situations.
Flexibility to work various shifts, including Day, Afternoon, or Night, across all days of the week to support 24x7 operations.
Lead a team of RTA analysts to ensure continuity of business during outages and events, while maintaining regular KPIs.
Oversee agent schedule adherence and queue management using WFM tools, and address non-adherence issues with business and operations teams.
Enforce adherence to schedules and KPIs such as Service Level, AHT, Abandon, and ASA.
Monitor skill adjustments across business units to effectively manage channels and units based on real-time demands.
Provide recommendations to WFM units and Operations to optimize Overtime, VTOs, Same day ATOs, and other offline activities based on intraday performance.
Generate intraday and historical reports to share KPI outcomes with stakeholders.
Develop ad-hoc reports for real-time analysis of deviations from forecasts, plans, or schedules.
Prepare and present performance review presentations to stakeholders, offering statistical and analytical insights.
Job Type: Full-time Pay: Php54,000.00 - Php55,000.00 per month Benefits:
Company events
Opportunities for promotion
Paid training
Schedule:
Afternoon shift
Day shift
Early shift
Evening shift
Flextime
Holidays
Night shift
Overtime
Rotational shift
Weekends
Supplemental Pay:
13th month salary
Overtime pay
Application Question(s):
How many years of experience do you have as Real Time Analyst Supervisor or any related role?
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?