Real Time Analyst
Remitly
Date: 5 days ago
City: Mandaluyong City
Contract type: Full time
Job Description
The Real-Time Analyst (RTA) is responsible for real time monitoring, tracking, communicating and reporting on multiple channels/lines of business,
ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels.
Primary Duties And Responsibilities
The Real-Time Analyst (RTA) is responsible for real time monitoring, tracking, communicating and reporting on multiple channels/lines of business,
ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels.
Primary Duties And Responsibilities
- Real-time monitoring of all queues, making adjustments to task allocations driven by real-time trends
- Real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests and schedule changes, checking and flagging them according to their performance in terms of thresholds set for ACW, Hold Time, ATTR, ASA, etc.
- Build, maintain, and prepare hourly, intraday/end-of-day, weekly, and monthly reports while ensuring timeliness and accuracy of data.
- Analyze real-time volume trends and make staffing adjustments to ensure service level and productivity/efficiency goals are met.
- Coordinate and collaborate with Operations, IT, HR and other departments to ensure the smooth functioning of the production environment.
- Minimum 1 year of experience as a Real Time Analyst in a call center environment and familiarity with Workforce functions required.
- 6 months using one of the following systems: Aspect eWFM, Blue Pumpkin, or IEX
- Some experience with call center reporting and metrics preferred
- Proficiency in Microsoft Office Applications including Word and Excel and other relevant software required
- Strong Analytical Skills required to critically assess situations and make decisions in real time
- Excellent problem solving and decision-making skills
- Ability to operate effectively in a team environment
- Excellent oral and written communication skills and interpersonal skills
- Experience in handling Voice Chat and Back office Support
- Amenable to work in the office at Mandaluyong
- Can work on weekends and flexible working hours
- Willing to work on shifting schedules
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