Real Time Analyst - RTA

Compass Experience Labs; Metro Manila; On-site; PHP 360,000 - 720,000; Full time

Job summary

Compass Experience Labs is seeking a Real-Time Analyst in Manila to ensure intraday performance aligns with business goals. You will monitor real-time metrics, manage queues, and drive service levels while upholding company values.

The role requires fast-paced decision-making and reliable system access. The ideal candidate has 2+ years of WFM experience in a BPO environment, strong data presentation skills, and a proactive mindset.

Qualifications

• Must have knowledge or experience in real-time analytics.
• Strong internet connection and ability to support online systems.

Responsibilities

• Proactively monitor real-time performance and identify operational risks.
• Execute timely staffing actions and escalations with no missed opportunities.
• Maintain Schedule Adherence to the specified target.
• Ensure Phone Occupancy remains within the target.
• Manage Chat queues to keep ASA within target.
• Drive operational performance to meet Service Level targets.
• Prepare and submit daily reports accurately and on time.
• Perform manual data processing for real-time performance analysis.

Skills

Real-time analytics

Communication skills

Data visualization

Problem solving

Interpersonal skills

Attention to detail

Education

High school diploma or equivalent

Job description

About the role

As a Real-Time Analyst, your primary objective is to ensure that real-time performance is consistently aligned with business goals. You will achieve this through proactive monitoring, timely escalations, and effective intraday management. You will be responsible for tracking key performance indicators, managing intraday queues, and ensuring service level targets are met while upholding the company's core values.

Key responsibilities

• Proactively monitor real-time performance and identify operational risks
• Execute timely staffing actions and escalations with no missed opportunities
• Maintain Schedule Adherence to the specified target
• Ensure Phone Occupancy (OCC) remains within the specified target
• Manage Chat queues to keep the Average Speed of Answer (ASA) within target
• Drive operational performance to consistently meet or exceed the Service Level target
• Consistently align daily work, behavior, and decision-making with the Compass Mission, Vision, and Purpose
• Prepare and submit all required daily reports accurately and on time
• Perform manual processing of data for real-time performance analysis

About you

• Must be able to commit to your work schedule, be punctual, and be accountable for your actions
• Remain engaged and responsive to all internal communications
• Self-reliant with an information seeker mindset
• Keen problem solver with the ability to think on your feet
• Trusted and uses good judgment
• Work with humility and be open to coaching and continuous improvement
• Must possess knowledge or relevant experience in real-time analytics
• Must be able to summarize, visualize, and present data with knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, abandonment rate, and ASA
• Possess analytical skills to review information, analyze data, and make appropriate recommendations for improvement
• Have strong communication skills to ensure that employees are kept informed of developments effectively
• Able to manage a range of tasks, prioritize responsibilities, and meet deadlines
• Work effectively in fast-paced situations and adapt to rapid changes in information, process, direction, or immediate workflow
• High school diploma or equivalent with a minimum of 2 years of WFM in BPO or related experience
• Must have a strong internet connection with the ability to support online systems and applications
• Ability to see, talk and hear in order to communicate with others to exchange information verbally and in writing
• Ability to operate a computer/laptop and a headset
• Ability to perform all duties of the job while sitting and/or standing for prolonged periods of time (i.e., for the duration of an 8-hour shift)
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
• Decisiveness and attention to detail
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

About us

We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn't find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.