Real Time Analyst for Insurance Account

Concentrix; Manila; On-site; PHP 223,000 - 357,000; Full time

Job summary

Concentrix is seeking an Associate Real-Time Management to join our Workforce Management team in a dynamic BPO environment in Manila. The role focuses on real-time monitoring of staffing and queue performance to meet client SLAs across multiple channels.

You will coordinate with IT and operations, escalate issues, and drive continuous improvements to service delivery. Responsibilities include monitoring queues, handling incidents, managing traffic routing, and producing real-time performance

Responsibilities

• Real-Time Queue Monitoring: Monitor intraday call volumes, queue performance, and agent availability across channels to ensure service levels are met.
• Incident Management: Provide Tier 1 and Tier 2 troubleshooting support for real-time issues; initiate rapid escalations to minimize impact on client operations.
• Traffic Routing & Adjustments: Oversee call routing, DNIS settings, overflow strategies, and media campaign configurations across platforms.
• Downtime Coordination: Assist during system outages by documenting incidents, notifying stakeholders, and maintaining communication with operations and clients.
• Performance Reporting: Analyze real-time metrics, identify staffing gaps and forecast deviations; suggest corrective actions to meet intraday goals.
• WFM Collaboration: Work with scheduling and forecasting teams to align staffing with intraday trends and client expectations.
• Stakeholder Communication: Provide regular updates on real-time status, issue resolutions, and SLA risks to operations managers and clients.
• Platform & Tool Utilization: Use WFM platforms, ACD systems, and service management tools to perform real-time activities and log incidents.
• Process Improvements: Propose real-time process enhancements to improve utilization, adherence, and service performance.

Job description

The Associate Real-Time Management is a key member of the Workforce Management team in a BPO environment, responsible for real-time monitoring and management of staffing levels, queue performance, and service level adherence across multiple client programs. The role focuses on maximizing operational efficiency, ensuring optimal agent productivity, and delivering on client SLAs in a dynamic, multi-channel contact center setting. This individual plays a crucial role in identifying system issues, coordinating with IT and operations teams, and escalating problems to ensure minimal disruption to service delivery.

Key Responsibilities

• Real-Time Queue Monitoring: Monitor intraday call volumes, queue performance, and agent availability across voice, chat, email and other channels to ensure service levels are met.
• Incident Management: Provide Tier 1 and Tier 2 troubleshooting support for real-time operational and system issues; initiate and participate in rapid escalation processes to minimize impact on client operations.
• Traffic Routing & Adjustments: Monitor and manage call routing, DNIS settings, overflow strategies, and media campaign configurations across various platforms and client accounts.
• Downtime Coordination: Support coordination during system outages or tool downtimes by documenting incidents, notifying stakeholders, and maintaining regular communication with operations and clients.
• Performance Reporting: Analyze real-time performance metrics, staffing gaps, shrinkage trends, and forecast deviations; recommend corrective actions to meet intraday goals.
• WFM Collaboration: Work closely with WFM scheduling and forecasting teams to ensure staffing aligns with intraday trends and client expectations.
• Stakeholder Communication: Maintain regular updates with operations managers and clients regarding real-time status, issue resolutions, and potential risks to SLA delivery.
• Platform & Tool Utilization: Utilize WFM platforms, ACD systems, and service management tools to execute real-time activities and log incidents accurately.
• Process Improvements: Recommend real-time process enhancements to improve workforce utilization, adherence, and overall service performance.