Real Time Analyst
Real Time Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
Job Description:
.ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels.
- 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
.
Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Required Experience:
IC
Employment Type
Full-Time
