Real Time Analyst for Insurance Account

Concentrix; Quezon City; On-site; PHP 246,000 - 424,000; Full time

Job summary

Concentrix is seeking an Associate Real-Time Management to join our Workforce Management team in a dynamic BPO environment. The role focuses on real-time monitoring of queue performance, staffing levels, and service level adherence across multiple client programs.

This individual identifies system issues, coordinates with IT and operations, and escalates problems to ensure minimal disruption to service delivery.

Responsibilities

• Real-Time Queue Monitoring across multiple channels to ensure service levels are met.
• Incident Management with Tier 1/2 troubleshooting and rapid escalation to minimize impact.
• Traffic Routing & Adjustments including DNIS, overflow strategies, and campaign configurations.
• Downtime Coordination: document incidents and communicate with stakeholders during outages.
• Performance Reporting: analyze intraday metrics and forecast deviations to drive corrective actions.
• WFM Collaboration: coordinate with scheduling and forecasting to align staffing with trends.
• Stakeholder Communication: provide regular updates on real-time status and risks to SLA.
• Platform & Tool Utilization: use WFM and ACD systems to log incidents and perform real-time actions.
• Process Improvements: propose real-time process enhancements to improve utilization and adherence.

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.