Job Opportunities in Philippines

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?
• What is your mode of transportation?