Real Time Analyst for MOA and QC

Concentrix Philippines; Pasay; On-site; PHP 446,000 - 781,000; Full time

Job summary

The Concentrix Philippines team is seeking a detail-focused Real Time Analyst to join our on-site operations in Metro Manila. You will monitor real-time performance, manage exceptions, and collaborate with Operations and support teams to address service-impacting issues.

You will work 24x7 shifts, analyze call volume against forecast, optimize staffing, and maintain accurate real-time data and reports. Strong communication and analytical skills are essential to drive efficiency and service

Qualifications

• Candidate should start ASAP and be willing to work on-site.
• Comfortable with a 24x7 working environment.
• Excellent verbal and written communication with high confidence.
• Strong time management, prioritization, and analytical skills.
• Intermediate knowledge of Excel and PowerPoint; able to analyze trends.

Responsibilities

• Manage Real Time exceptions in a large call center environment.
• Provide communication to and from Operations and other support departments for escalation of service-impacting issues.
• Oversee call flow, real time, through workforce management tool (i.e. EIX).
• Monitor intra-day call and work volume as compared to forecast.
• Complete real time staffing activities and adjust as required.
• Ensure service level reports and escalate concerns per process.
• Track and trend data (Service Level, Attendance) continuously.
• Conduct manual studies or analysis for system short-falls (e.g., AHT).
• Manage Emergency Action Plan conditions (Fire, Power failures, etc.).
• Analyze real-time schedule efficiency and key indicators for improvement.
• Facilitate information transfer from Agents to technical support and escalate global issues.
• Enter accurate real-time exception codes; investigate deviations.
• Maximize efficiency and occupancy while meeting service objectives.
• Recognize and recommend operational and support improvements.

Skills

Analytical skills

Problem solving

Time management

Prioritization

Verbal communication

Written communication

Tools

Excel

PowerPoint

Job description

Essential Functions/Core Responsibilities

• Manage Real Time exceptions in a large call center environment
• Provide communication to and from Operations and other support departments for escalation of service-impacting issues
• Oversee call flow, real time, through workforce management tool(i.e. EIX).
• Monitor intra-day call and work volume as compared to forecast.
• Completes real time activities related to staffing Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as required
• Ensures that service level reports to scan for issues and anomalies, and reports perceived concerns to the Team Manager and/or client.(According to established escalation process)
• Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance )
• May conduct manual studies or analysis due to system short-falls(i.e. AHT, etc.)
• Manages special conditions within the framework of an Emergency Action Plan (i.e. Fire, Power failures, etc.)
• Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
• Facilitate the transfer of information of helpdesk requests from Agents to technical support and ensures escalation on large-scale or global technical problems
• Ensures that appropriate exception codes are entered to maintain accurate real-time monitoring data
• Investigation of any deviations and enter exceptions in real time
• Maximize efficiency and occupancy while meeting service objectives
• Recognizes and recommends operational and support improvements

Candidate Profile:

• CAN START ASAP
• Tenure of the candidate in Organization / Overall
• Willing to work on-site
• Should be comfortable with 24 X 7 working environment
• Candidate should have excellent verbal communication skills and displays high confidence level
• Candidate should demonstrate time management and prioritization skills
• Candidate should demonstrate analytical, problem solving and logical skills
• Basic understanding of Voice / Non Voice RTA process & WFM Metrics
• Candidate should have excellent written communication skills and is able to draft a write up with min grammatical errors
• Mathematical and logical skills
• Candidate has intermediate knowledge of Excel & Powerpoint and Candidate should be able to analyze information and discern trends