BestJobs - Jobs - Real Time Analyst / RTA with 1 year experience - Makati City

Real Time Analyst / RTA with 1 year experience Makati City

₱ 27,000.00 monthly ·  Makati, National Capital Region ·  16 August (updated)

NeksJob Philippines

NeksJob Philippines

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    Description



  • 1. Job Summary
    The Real-Time Analyst (RTA) is responsible for real time monitoring, tracking, documenting, communicating and reporting on multiple channels/lines of business, ensuring we have the correct assignment of agents.

    2. Duties and Responsibilities:
    Responsibilities:

    Intraday Management of Resources
    ● 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.
    ● Tracking attrition, absenteeism, and unproductive hours
    ● Planning and scheduling off-production events (e.g. training, meeting, etc.)

    Reports & Analysis
    ● 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. Act as Point of Contact (POC)
    ● First POC for any escalations, outages, system issues or any other production impacting situations.
    ● Coordinate and collaborate with Operations, IT, HR and other departments to ensure smooth functioning of the production environment.
    ● Recommend procedural and operational guideline changes to improve communications and operational efficiency.

    3. Qualifications:
    ● Candidate must possess at least Third Year College
    ● At least 1 year experience on the job role
    ● Ability to understand, manage and report metrics like Service Level, Occupancy, Utilization, Staffing etc.
    ● Ability to work with statistical models involving practical staffing situations.
    ● Must demonstrate quick thinking, decisiveness, and problem solving skills.
    ● Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be assertive and proactive in solving staffing problems.
    ● Good verbal and written communication skills. Ability to communicate in a clear and concise manner.
    ● Ability to perform multiple tasks with attention to detail in a fast-paced and shifting priority environment.
    ● Must be proficient in MS Excel
    ● Schedule flexibility


  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 1
  • Language(s): Tagalog
  • Availability for travel: Yes
  • Availability for change of residence: Yes

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Job summary

  • Real Time Analyst / RTA with 1 year experience

  • Makati, National Capital Region

  • Company

    NeksJob Philippines
  • Work type

    Permanent contract

  • Type of contract

    Full Time

  • Salary

    ₱ 27,000.00 monthly

  • Apply