Real-Time Performance Analyst

Doist; Taguig, Cebu City; On-site; PHP 520,000 - 760,000; Full time

Job summary

Doist in the Philippines (Taguig) is seeking a Real-Time Analyst to maintain optimal service levels across Operations accounts through real-time queue management and central updates. You will respond to and escalate events impacting account performance.

Responsibilities include updating data for performance analysis, monitoring queues against service levels, and coordinating with Team Captains and Operations Management. Training for Team Captains and new hires is part of the role.

Qualifications

• B2 English level; Previous data entry experience is a plus; Advanced Excel user; Highly organized with strong time management; Ability to learn fast in a dynamic environment.
• Must possess organizational and time management skills; Strong leadership abilities; Able to work night shifts; Solutions minded and results oriented.
• Excellent working ethics; Ability to maintain accurate records for employees, clients, and operations; Experience coaching new hires and frontline managers.

Responsibilities

• Real-time queue management and data updates for performance analysis.
• Provide real-time performance figures and recommend actions to improve account performance.
• Monitor the queue against service levels and escalate incidents as needed.
• Communicate updates to Team Captains and Operations Management; cascade information to decision-makers.
• Conduct training for Team Captains and new hires as required.

Skills

Time management

Project management

Communication

Analytical skills

Problem solving

Decision making

Leadership

Attention to detail

Presentation skills

Team motivation

Tools

Baleen

BluePumpkin

CentreVu

NICE

iEX

Verint

Excel

Word

Job description

Doist in the Philippines (Taguig) is seeking a Real-Time Analyst to maintain optimal service levels across Operations accounts through real-time queue management and central updates. You will respond to and escalate events impacting account performance.

Responsibilities include updating data for performance analysis, monitoring queues against service levels, and coordinating with Team Captains and Operations Management. Training for Team Captains and new hires is part of the role.