Real-Time Healthcare Operations Analyst

Carenet Health; Philippines; On-site; PHP 446,000 - 714,000; Full time

Job summary

Carenet Health is seeking a Real-Time Analyst for a 100% on-site role in Makati. The shift is 9 PM–6 AM, Monday to Friday.

You will monitor real-time performance, optimize staffing, and ensure service levels while maintaining schedule adherence and rapid escalation when issues arise. The ideal candidate will have a strong analytical mindset, excellent communication skills, and a track record in healthcare-focused call centers.

Qualifications

• High school diploma or equivalent; healthcare management degree is a plus.
• 2 years in a real-time analyst role in a multi-site BPO.
• Strong analytical, data interpretation and problem-solving abilities.
• Excellent verbal and written communication skills.

Responsibilities

• Real-Time Monitoring: continuously monitor real-time call volume, agent availability, and service level performance.
• Staffing Optimization: collaborate with workforce management to adjust staffing levels in real time.
• Schedule Adherence: monitor adherence to schedules and breaks with real-time adjustments.
• Intraday Analysis: identify trends and opportunities and propose real-time strategies.
• Escalation Management: identify outages and issues and escalate to the right teams.
• Data Reporting: generate real-time and daily reports tracking KPIs and provide recommendations.
• Communication: effectively share insights and updates with team members and management.
• Proactive Problem Solving: anticipate bottlenecks and adjust resources accordingly.
• Documentation: maintain records of actions taken and results achieved.

Skills

Analytical mindset

Data-driven

Communication skills

Team collaboration

Adaptability

Attention to detail

Healthcare focus

Education

Bachelor's degree in healthcare management

High school diploma or equivalent

Tools

Workforce management software

Healthcare call center software

Job description

Carenet Health is seeking a Real-Time Analyst for a 100% on-site role in Makati. The shift is 9 PM–6 AM, Monday to Friday.

You will monitor real-time performance, optimize staffing, and ensure service levels while maintaining schedule adherence and rapid escalation when issues arise. The ideal candidate will have a strong analytical mindset, excellent communication skills, and a track record in healthcare-focused call centers.