Real Time Analyst

ResultsCX; Batangas City; On-site; PHP 240,000 - 520,000; Full time

Job summary

ResultsCX is seeking a Real Time Analyst to monitor real-time call queues, staffing, and KPI performance across sites. You will act to ensure the enterprise meets client and internal targets by managing live metrics and coordinating with IT and site leadership.

The role requires at least 1 year of experience in real-time analytics within a call center environment, strong analytical and communication skills, and a commitment to on-site work aligned with US night hours in the Philippines.

Qualifications

• At least 1 year of experience as a Real Time Analyst in a call center environment.
• Analytical mind set.
• Excellent attendance.
• Strong written and verbal communications skills.
• Strong attention to detail.
• A team player mindset.
• Exceptional problem-solving skills.
• Proficiency in Microsoft Office applications such as Excel, Outlook, Word and PowerPoint & OneNote knowledge is a plus.
• Full commitment to work on-site and US hours (PH night) / shift schedules.

Responsibilities

• Manage multiple call queues in real time.
• Watch staffing levels at each site to ensure planned coverage is met on the interval level.
• Manage real-time metrics such as Service Level, Average Speed of Answer, Schedule Adherence and Occupancy.
• Provide outage and crisis management between IT teams and site management.
• Provide KPI reporting to Client and Results management teams.
• Develop and Implement KPI Action Plans to drive performance goals.
• Coordinate with Global Resource planners for forecasting and scheduling.
• Provide real-time skilling adjustments.
• Serve as main contact between Results and Client Partners.
• Lead LRPs to meet intraday staffing requirements.

Skills

Real Time Analysis

Workforce Management

Data Analysis

Communication Skills

MS Office Proficiency

Tools

Excel

Outlook

PowerPoint

OneNote

Job description

The Real Time Analyst is responsible for monitoring statistics, staffing adherence, list penetration and client key performance indicators. The Real Time Analyst must take actions to ensure the enterprise achieves its clients and internal bill to pay goals.

In this role you will:

• Manage multiple call queues in real time.

• Watch staffing levels at each site to ensure planned coverage is met on the interval level.

• Manage numerous real-time metrics such as: Service Level, Average Speed of Answer, Schedule

• Adherence, Occupancy, Average Handle Time, and After Call Work against a matrix of defined thresholds.

• Provide outage and crisis management (Facilitating communications between IT teams and site management.)

• Manage Interval, daily, weekly and monthly plan objectives

• Provide Key Performance Indicator – (KPI) reporting to Client and Results management teams

• Develop and Implement KPI Action Plans to drive performance goals.

• Work closely with the Global Resource planners (forecasting and scheduling) to ensure optimal staffing coverage on daily and weekly basis.

• Provide real-time skilling adjustments.

• Serve as the main contact point between Results and our Client Partners.

• Provide real-time leadership to Local Resource Planners (LRPs) assisting the enterprise in managing the intraday staffing requirements.

We are looking for someone who has:

• At least 1 year of experience as a Real Time Analyst in a call center environment, with strong workforce management skills

• Analytical mind set.

• Excellent attendance.

• Strong written and verbal communications skills

• Strong attention to detail

• A team player mindset

• Exceptional problem-solving skills

• Proficiency in Microsoft Office applications such as Excel, Outlook, Word and Powerpoint & One Note knowledge is a plus.

• Full commitment to work on-site and US hours (PH night)/ shift schedules.