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Work in Makati as a Real Time Analyst Apply now and Join our Team Today

₱ 27,000.00 monthly ·  Makati, National Capital Region ·  31 July (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



    How to apply:

    Email your resume to the email address on this listing

    or

    Send an SMS to the contact number on this listing or email us at the provided email address

    Real Time Analyst / FULL NAME / CONTACT # / EMAIL ADDRESS / LOCATION

    Sample: Real Time Analyst / Kim Su Yiu /(Click "apply now to" see contact details)/ ****@gmail.com / Pasig

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 1
  • Language(s): Tagalog
  • Availability for travel: Yes
  • Availability for change of residence: Yes
To see the complete contact information, Apply now

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Job summary

  • Work in Makati as a Real Time Analyst Apply now and Join our Team Today

  • Makati, National Capital Region

  • Company

    NeksJob Philippines
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Salary

    ₱ 27,000.00 monthly

  • Apply