Realtime 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

Overview

SET UP: 100% ON-SITE IN CIRCUIT MAKATI

SHIFT: 9PM - 6AM, M-F

As a Real-Time Analyst, you will play a pivotal role in ensuring the efficient and effective operation of our healthcare support services. You will work collaboratively with various teams to monitor real-time performance metrics, optimize staffing levels, and ensure a seamless customer experience. The ideal candidate will have a strong analytical mindset, excellent communication skills, and a passion for delivering high-quality healthcare services.

Responsibilities and Duties

• Real-Time Monitoring: Continuously monitor and analyze real-time call volume, agent availability, and service level performance. Take immediate action to address service level deviations and ensure adherence to established metrics.

• Staffing Optimization: Collaborate with workforce management to make real-time adjustments to staffing levels based on call volume fluctuations. Implement strategies to ensure that service levels are consistently met.

• Schedule Adherence: Monitor agent adherence to schedules and breaks, making real-time adjustments as necessary to maintain productivity while ensuring agent well-being.

• Intraday Analysis: Conduct intraday analysis to identify trends, issues, and opportunities. Propose and implement real-time strategies to optimize resources and meet service level goals.

• Escalation Management: Identify and elevate system outages, technical issues, and any events impacting contact center performance to the appropriate teams for resolution.

• Data Reporting: Generate real-time and daily reports to track key performance indicators, including call volume, average handle time, and service level attainment. Provide insights and recommendations for improvement based on data analysis.

• Communication: Effectively communicate real-time insights, recommendations, and updates to team members, supervisors, and management to facilitate informed decision-making.

• Proactive Problem Solving: Anticipate and address potential service level challenges and bottlenecks by proactively adjusting agent schedules and resources.

• Documentation: Maintain accurate records of real-time activities, actions taken, and results achieved. Document any operational changes or escalations.

Qualifications

• High school diploma or equivalent; bachelor's degree in healthcare management or related field is a plus.

• Minimum of 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 convey complex information clearly and concisely.

• 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.

• A commitment to providing the highest quality healthcare support services to patients and clients.

• Ability to work hybrid environment.