Real Time Analyst

Home Credit Philippines; Quezon City; Hybrid; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Hybrid work set-up

Permanent dayshift schedule

Up to 20% variable bonus

HMO on Day 1 / HMO with dependents

Mental health coverage and wellness

Wellness Leave and Birthday Leave

Internal Career Mobility

Job summary

Home Credit Philippines is seeking a Real Time Analyst to monitor queues and manage call center metrics from its Quezon City office. You will produce timely reports, analyze data, and coordinate with stakeholders to maintain service levels.

You will work in a hybrid setup, using Genesys, CCPulse, Excel and Power BI to monitor performance, re-skill agents, and ensure accurate team rosters. A proactive, data-driven communicator is essential.

Qualifications

• Comfortable with Excel, Power BI and other reporting tools.
• Strong grasp of queue monitoring using different workforce management tools.
• Knowledge in scheduling and forecasting is an advantage but not required.
• Ability to perform data analysis; high attention to detail.
• Able to work independently and proactively.
• Good interpersonal communication skills.

Responsibilities

• Monitors the queue using Genesys interface and CCpulse.
• Ensures accurate and timely reporting of data such as AWT, Abandon Rate, Number of Calls.
• Re-skills agents based on account needs.
• Configures CCPulse view based on account holder's preference.
• Ensures update of team rosters per LOB in Gen Admin is regularly done.
• Coordinates with stakeholders regarding monitoring queues and working with reports.
• Participates in team meetings to ensure tasks are updated.
• Creates and maintains reports using Excel and Power BI.
• Fulfils data extraction requests.
• Coordinate with IT for issues affecting real time servicing (workstation, network, tool issues).
• Additional tasks may be required.

Skills

Excel

Power BI

Reporting tools

Workforce management tools

Data analysis

Attention to detail

Independent work

Interpersonal communication

Tools

Genesys

CCPulse

Job description

About The Job

The Real Time Analyst is responsible for monitoring queues, maintaining reports and coordinating with stakeholders to manage call center metrics such as abandon, service level, average handling time, absenteeism, etc.

What You'll Do

• Monitors the queue using Genesys interface and CCpulse
• Ensures accurate and timely reporting of data such as (AWT, Abandon Rate, Number of Calls etc.)
• Re-skills agents based on account needs
• Configures CCPulse view based on account holder's preference
• Ensures update of team rosters per LOB in Gen Admin is regularly done
• Coordinates with stakeholders regarding monitoring queues and working with reports
• Participates in team meetings to ensure tasks are all updated
• Creates and maintains reports using Excel and Power BI
• Fulfills data extraction requests
• Coordinate with IT for issues affecting real time servicing, including but not limited to; Workstation issues, network issues, tool issues etc
• Additional tasks may be required and are not limited to the ones mentioned above.

What You Need To Have

• Comfortable on working with Excel, PowerBi and other reporting tools
• Has a very good grasp of queue monitoring using different workforce management tools
• Knowledge in scheduling and forecasting is an advantage but not required
• Ability to perform data analysisHigh attention to detail
• Able to work independently and proactively
• Good interpersonal communication skills

Job Perks You'll Enjoy

• Hybrid work set-up
• Permanent dayshift schedule
• Up to 20% variable performance-based bonus
• HMO on Day 1 / HMO with dependents
• Access to mental health coverage and wellness partners
• Wellness Leave and Birthday Leave benefits
• Internal Career Mobility

Empower Filipinos with innovative financial solutions at Home Credit Philippines.

At Home Credit Philippines, we believe that everyone has something special to offer. Our motto "No Small Roles, Everyone is Important" is at the heart of everything we do. We think diversity makes our company better and every single job and person here plays a big part in our success.

We're all about creating a welcoming place where everyone feels valued for who they are. This means we make sure that everyone, no matter their background or what they look like, gets a fair chance at jobs, training, and promotions.

When it comes to hiring, everyone gets a fair look. It doesn't matter where you're from, what you believe, who you love, whether you have a disability, or any other or any other condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job.

Come join us at Home Credit, where diversity fuels our innovation. Here, there are #NoSmallRoles and #EveryoneisImportant.