Real Time Analyst / RTA with 1 year experience

Makati City

₱ 27,000.00 monthly ·  Makati, National Capital Region ·  23 May (updated)

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