Real-Time Healthcare Ops Analyst (On-Site, Night Shift)

Carenet-Health-; Makati; On-site; PHP 360,000 - 600,000; Full time

Job summary

Carenet-Health- is seeking a Real-Time Analyst to monitor and optimize contact center performance in a 100% on-site CIRCUIT MAKATI setup. The role emphasizes real-time monitoring, staffing alignment, schedule adherence, and intraday analysis to sustain service levels and patient experiences.

A healthcare environment background is preferred, with strong analytics and collaboration essential. You will generate real-time and daily reports, communicate insights to teams, and proactively adjust

Qualifications

• High school diploma or equivalent; bachelor's degree in healthcare management or related field is a plus.
• Minimum 2 years of experience in a real-time analyst role within a multi-site, multi-program BPO.
• Experience in a medical center or healthcare environment is a plus.
• Proficiency in workforce management software and tools.
• Experience with healthcare-specific call center software is a plus.
• Strong analytical and problem-solving abilities with the capacity to interpret data and make data-driven decisions.
• Excellent verbal and written communication skills.
• Ability to work collaboratively in a fast-paced and dynamic healthcare environment.
• Flexibility to adapt to changing call volume and staffing needs in real time.
• A meticulous mindset with a focus on accuracy and precision.

Responsibilities

• Real-Time Monitoring: Continuously monitor and analyze real-time call volume, agent availability, and service level performance.
• Staffing Optimization: Collaborate with workforce management to adjust staffing levels based on call volume fluctuations.
• Schedule Adherence: Monitor agent adherence to schedules and breaks, making real-time adjustments as necessary.
• Intraday Analysis: Conduct intraday analysis to identify trends, issues, and opportunities.
• Escalation Management: Identify and elevate system outages and issues impacting performance.
• Data Reporting: Generate real-time and daily reports to track KPIs and provide insights.
• Communication: Effectively communicate real-time insights and updates to teams and management.
• Proactive Problem Solving: Anticipate and address potential service level challenges by adjusting resources.
• Documentation: Maintain accurate records of real-time activities and changes.

Skills

Real-time monitoring

Staffing optimization

Schedule adherence

Intraday analysis

Escalation management

Data reporting

Communication

Proactive problem solving

Documentation

Hybrid work ability

Education

High school diploma

Bachelor's degree in healthcare management or related field

Tools

Workforce management software

Healthcare call center software

Job description

Carenet-Health- is seeking a Real-Time Analyst to monitor and optimize contact center performance in a 100% on-site CIRCUIT MAKATI setup. The role emphasizes real-time monitoring, staffing alignment, schedule adherence, and intraday analysis to sustain service levels and patient experiences.

A healthcare environment background is preferred, with strong analytics and collaboration essential. You will generate real-time and daily reports, communicate insights to teams, and proactively adjust