Senior Real Time Analyst

Confidential Careers; Quezon City; On-site; PHP 300,000 - 600,000; Full time

Job summary

Confidential Careers is seeking a Real Time Analyst-Senior to monitor intraday operations, verify attendance, and produce timely reports to support service levels in a fast-paced environment.

The role involves adjusting schedules and routing, delivering real-time and post-mortem insights to leaders, and guiding junior analysts to improve performance while participating in real time projects at Vertis North, Quezon City.

Qualifications

• At least 2 years of experience in a similar Real Time Analyst role.
• Willing to work at Vertis North, Quezon City.

Responsibilities

• Monitor intraday metrics such as volumes and KPIs to ensure staffing aligns with SLAs.
• Adjust schedules and call/skill routing based on performance and volumes.
• Provide real-time performance reports and post mortem insights to Operations leaders
• Proactively communicate intraday challenges to enable required actions
• Offer feedback and guidance to junior analysts to improve performance
• Identify areas for improvement and deliver actionable recommendations
• Support leaders in executing real time projects and initiatives
• Demonstrate knowledge of intraday monitoring and reporting
• Apply service level management, line adherence, reforecasting, and routing control
• Demonstrate analytical problem solving and ability to work under pressure

Skills

Intraday monitoring

Scheduling adjustments

Real-time reporting

Performance insights

Stakeholder communication

Problem solving

Team guidance

Job description

As a Real Time Analyst-Senior you use your expertise to monitor and analyse intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met. You contribute to the improvement of performance and development of the team. You support the execution of real time projects/ initiatives

• Monitor intraday metrics (volumes, productivity, internal and external production KPIs) to ensure proper staffing levels and compliance with the account’s service level agreements
• Adjust schedules, call and skill routing based on actual performance and volumes.
• Provide real-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadence
• Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actions
• Provide feedback and guidance to Real Time Analysts on the team to improve performance and foster development
• Identify areas of improvement and provide actionable insights to leaders
• Support leaders in the execution of real time projects/ initiatives
• Knowledge of intraday monitoring and reporting
• Knowledge of service level management, line adherence management, reforecasting, rescheduling, call and routing management
• Analytical and complex problem solving skills
• Ability to work in a fast paced environment
• Ability to solve problems, analyzing possible solutions using precedents, technical experience and judgement

Qualifications

• With at least 2 years of Experience
• Amenable to work in Vertis North, Quezon City