Realtime Analyst (BPOWFMOnsite Makati)

Carenet is looking for additional REAL-TIME ANALYST!

Eligibility: Filipino Citizens only

Work Set up: Onsite - Makati Circuit

Schedule: Core business hours is 9pm - 6am PHT but must be amenable to shifting schedule

As a Real-Time Analyst you will play a pivotal role in ensuring the efficient and effective operation of our healthcare support services. You will work collaboratively with various teams to monitor real-time performance metrics optimize staffing levels and ensure a seamless customer experience. The ideal candidate will have a strong analytical mindset excellent communication skills and a passion for delivering high-quality healthcare services.

• Monitors and analyzes real-time call volume agent availability schedule adherence and service level performance to ensure operational targets are met.
• Collaborates with Workforce Management teams to optimize staffing and implement intraday adjustments based on call volume fluctuations.
• Conducts intraday analysis to identify trends operational issues and opportunities for process improvement.
• Proactively addresses service level risks and bottlenecks by adjusting schedules and resource allocation in real time.
• Escalates system outages technical issues and operational disruptions to the appropriate support teams for resolution.
• Generates real-time and daily performance reports covering key metrics such as call volume average handle time and service level attainment.
• Provides data-driven insights and recommendations to improve contact center efficiency and performance.
• Communicates operational updates recommendations and real-time insights effectively with team members supervisors and management.
• Maintains accurate documentation of real-time activities operational changes escalations and actions taken.

1. Bachelors degree in healthcare management or a related field is a plus.
2. At least 2 years of experience in a real-time analyst role within a multi-site multi-program BPO. Experience in a medical center or healthcare environment is a plus.
3. Proficiency in workforce management software and tools. Experience with healthcare-specific call center software is a plus.
4. Strong analytical and problem-solving abilities with the capacity to interpret data and make data-driven decisions.
5. Excellent verbal and written communication skills. Ability to convey complex information clearly and concisely.
6. Ability to work collaboratively in a fast-paced and dynamic healthcare environment.
7. Flexibility to adapt to changing call volume and staffing needs in real time.
8. A meticulous mindset with a focus on accuracy and precision.
9. A commitment to providing the highest quality healthcare support services to patients and clients.
10. Ability to work hybrid environment.