Real Time Analyst - UK Financial Customer Service (Quezon City) | Onsite

Tasq Staffing Solutions, Inc.


Date: 5 hours ago
City: Quezon City
Contract type: Full time

Start Date: ASAP

Type of Support: Voice

Work Arrangement: 100% Onsite (Quezon City)

Nature of the Account: UK Financial Customer Service

Shift Schedule | Restdays: Shifting schedules, UK time

Educational Requirement:

  • Graduate of Bachelor's Degree

Work Experience:

  • At least 1 year of contact center experience with at least 1 year of Workforce Management experience
  • Recent UK or US banking experience, with any experience under the loan originating process, especially under motor financing is required
  • Strong analytical and problem-solving skills
  • Advanced proficiency in MS Excel (reporting, data analysis, formulas)
  • Experience with any workforce management software for scheduling, performance tracking, reporting
  • Strong numerical and data interpretation skills

Key Roles and Responsibilities:

  • Intraday Management: Monitor live call, chat, and email queues, balancing workloads and adjusting agent skills as traffic spikes or drops.
  • Schedule Adherence: Track whether agents are exactly on their scheduled activities (calls, breaks, or lunches) and flag any deviations.
  • Reporting: Generate live and end-of-day interval reports, shrinkage data, and root-cause analyses (RCA) on performance gaps.
  • Incident Management: Coordinate with operations and IT during system downtimes or emergencies to minimize impact on service levels.

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