Real Time Analyst

Home Credit; Quezon City; On-site; PHP 420,000 - 600,000; Full time

Benefits offered by this job

HMO on Day 1

HMO with dependents

Mental health coverage

Wellness Leave

Birthday Leave

Internal Career Mobility

Job summary

Home Credit Philippines is hiring a Real Time Analyst to monitor queues, maintain reports, and coordinate with stakeholders to manage call center metrics. You will use Genesys, CCPulse, Excel, and Power BI to ensure timely data and actionable insights.

The role requires strong attention to detail, ability to work independently, and good communication. A performance-based bonus of up to 20% is offered, along with comprehensive health coverage and wellness benefits.

Qualifications

• Proficient in data analysis and reporting.
• Strong ability to monitor queues and generate insights.
• Good communication with stakeholders and teams.

Responsibilities

• Monitors the queue using Genesys interface and CCPulse.
• Ensures accurate and timely reporting of data such as AWT and Abandon Rate.
• Re-skills agents based on account needs.
• Configures CCPulse view per account holder’s preference.
• Updates team rosters per LOB in Gen Admin regularly.
• Coordinates with stakeholders on monitoring queues and reports.
• Participates in team meetings and updates tasks.
• Creates and maintains reports using Excel and Power BI.
• Coordinates with IT for real time servicing issues.

Skills

Data analysis

Queue monitoring

Stakeholder coordination

Interpersonal communication

Independent work

Attention to detail

Tools

Excel

Power BI

Job description

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
• 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 analysis
• High attention to detail
• Able to work independently and proactively
• Good interpersonal communication skills
• 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. Join a company where there are #NoSmallRoles and everyone is important.

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.