Real Time Analyst

Helpware Inc.; Taguig; On-site; PHP 360,000 - 480,000; Full time

Benefits offered by this job

Job summary

Helpware Inc. is seeking a Real-Time Analyst to maintain optimal service levels across Operations accounts in the Philippines. The role serves as the central point for real-time updates, escalating events that impact performance and communicating critical information to management.

The candidate will monitor queues, provide action plans, train team captains and new hires, and stay informed on policies to resolve issues that affect service levels. Strong English communication is required.

Qualifications

• At least 1 year of Workforce Management experience in call center/customer service.
• Formal training in workforce management preferred; real-time data analysis and queue management.
• Proficiency with MS Office and call center software systems.

Responsibilities

• Updates and processes data for real-time performance analysis and reporting.
• Monitors queue against service levels; communicates action plans to management.
• Escalates major incidents and documents account performance for decision-makers.
• Stays updated on policies; suggests responses to attainment issues.

Skills

English fluency

Time management

Analytical

Communication

Leadership

Decision making

Tools

Baleen

BluePumpkin

CentreVu

NICE

iEX

Verint

MS Excel

Job description

Position Overview

The Real-Time Analyst is responsible for maintaining optimal service levels across all Operations accounts through active real-time queue management. This role serves as the central point of contact for all real-time updates and is accountable for responding to and escalating any events or issues that may impact overall account performance.

Responsibilities:

• 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 devises 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.

Qualifications:

• Work Experience: At least one (1) year of Workforce Management experience within the call center / customer service industry. Formal training in Workforce Management (i.e. real-time data analysis, queue management) preferred. Previous call center operations experience preferred.

• Technical Skills: Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring). Prior knowledge of client specifics (i.e. nature of account, metrics) and of ACD / PABX and workforce management software systems preferred. Working knowledge of call center operations and organization. Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center‑specific software and applications (i.e. Baleen, BluePumpkin, CentreVu, NICE, iEX, Verint, etc).

• Other Skills: Time and project management skills. Excellent oral and written communication skills. Fluency in the English language. Adaptive to changing work schedules, working hours, and site assignments. Customer orientation. Problem‑Solving, Decision‑Making, and Analytical skills. Presentation skills. Attention to detail.

• Skills and Qualifications: B2 + English level; Previous experience in data entry will be a huge plus; Advanced Excel user will be plus; Highly organized, displays time management skills; Ability to learn fast and to perform in a dynamic environment. Must possess effective organizational and time management skills; Strong leadership skills; Amenable to work on the night shift/shifting schedule; Solutions minded and results oriented ; Excellent working ethics

Abilities:

• Maintain accurate employee, company, client and operational records.

• Assist new hire coaching and counselling session, involving frontline managers in coaching reinforcements.

• Ability to work on several projects simultaneously.

• Ability to come up with sound and accurate decisions in any given circumstances.

• Ability to provide root‑cause analysis and successfully execute problem‑solving processes

• Ability to exhibit professionalism.

• Demonstrate ability to work with and motivate the team to bring outstanding performance.

• Demonstrate ability to communicate effectively and professionally with internal and external agents.

• Ability to work independently with minimal supervision, meeting multiple deadlines in a high‑pressure, fast‑paced environment.

• Ability to apply knowledge of technology and processes to manage escalations and lead more junior team members.