Real Time Analyst

Allianz-Synergia Inc.; Quezon City; On-site; PHP 400,000 - 600,000; Full time

Job description

• Ensure staffing and service levels are within an acceptable range.

• Monitors activities to increase occupancy and take advantage of high availability.

• Provide hourly/daily performance updates.

• Alert leadership to trends impacting service levels (e.g., high absenteeism or spikes in volume).

• Coordinate with supervisors or team leads to manage understaffing or overstaffing.

• Provide regular, constructive feedback to agents. Identify their strengths and weaknesses and create development plans to help them grow in their careers.

• Clearly communicate Key Performance Indicators (KPIs) like Average Handle Time (AHT), Quality Scores, Customer Satisfaction (CSAT), and Adherence to each agent.

• Ensure the team adheres to their schedules, manages break times, and maintains service levels in real-time throughout the day.

• Act as the primary point of escalation for agents dealing with difficult customers, complex issues, or technical problems that they cannot resolve on their own. Generate daily, weekly, and monthly reports on team performance for management. Analyze trends and provide insights based on the data.