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

Tasq Staffing Solutions, Inc.


Date: 4 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 Collections

Shift Schedule | Restdays: Shifting schedules, UK time

Educational Requirement:

  • Graduate of Bachelor's Degree

Work Experience:

  • At least 1 year of work experience in workforce management in a contact center environment
  • At least 2 years overall experience in an equivalent role supporting a UK banking/financial institution
  • Banking industry experience is highly preferred
  • Exposure required
  • Good analytical skills
  • Excellent in MS Excel & number crunching
  • Experience with Workforce Management software (scheduling, performance tracking, reporting)

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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