Real Time Analyst

Confidential; Quezon City; On-site; PHP 450,000 - 600,000; Full time

Job summary

Confidential in Metro Manila is seeking an Operations queue management specialist to ensure service levels for multiple accounts by monitoring the queue in real time and coordinating with Team Captains and Operations Management.

You will update data for performance analysis, report on call volume and AHT, escalate incidents, and conduct targeted training to improve queue handling and response strategies.

Qualifications

Responsibilities

• Updates and processes data for real-time performance analysis.
• Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) to address account performance issues.
• Manages and monitors the queue against provisioned service levels.
• Proactively communicates with Team Captains and Operations Management to implement action plans.
• Escalates important account performance information to Management and documents major incidents.
• Keeps up to date with policies addressing day-to-day issues for accounts.
• Provides insights on issues impeding service levels and designs responses.
• Occasionally trains Team Captains for real-time queue management.
• Trains new hires or as needed for Operations.

Job description

Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.

• Updates and processes data for real-time performance analysis.
• Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.
• Manages and monitors the queue for the Operations account against the attainment of passing service levels.
• Keenly observes the queue and proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management.
• Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers.
• Escalates relevant information on account performance to Management and ensures proper document on major incidents.
• Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts.
• Provides information on key issues and challenges in attaining service levels, and devices necessary responses to resolve such matters.
• Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management.
• Conducts training for new hires, or as required for Operations.