Analyst - Billing/Invoicing Lead to cash

HCL Technologies Limited; Taguig; Presencial; PHP 400.000 - 800.000; Jornada completa

Descripción de la vacante

Sapsf, based in Metro Manila, is seeking an Analyst - Billing/Invoicing Lead to Cash to oversee real-time contact center operations. You will monitor live channels, ensure SLA targets, and coordinate with team leads to adjust staffing as needed for peak times.

The role emphasizes real-time analytics, workload balancing, and sustaining high service levels across shifts in a dynamic billing/invoicing environment.

Responsabilidades

• Oversee live operational flow of contact center channels to meet SLAs and response times.
• Monitor incoming call and ticket volumes to identify spikes.
• Manage agent adherence to schedules and make real-time staffing adjustments.
• Analyze volume trends on the fly and partner with team leads to balance workload.
• Mitigate wait times and ensure maximum workforce efficiency across the shift.

Descripción del empleo

Career Opportunities: Analyst - Billing/Invoicing Lead to cash (150782)

Requisition ID150782-Posted10/14/2026

RTA (Real-Time Analyst) / Queue Manager oversees the live operational flow of contact center channels to ensure service level agreements (SLAs) and customer response times are consistently met. Functioning as the traffic controller for real-time operations, they monitor incoming call/ticket volumes, manage agent adherence to schedules, and make immediate staffing adjustments to balance workload spikes. By analyzing volume trends on the fly and partnering with team leads, they mitigate wait times and ensure maximum workforce efficiency throughout the shift.