Job Description:
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The Real-Time Analyst (RTA) is responsible for real time monitoring, tracking, communicating and reporting on multiple channels/lines of business, ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels.
Primary Duties and Responsibilities:
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Real-time monitoring of all queues, making adjustments to task allocations driven by real-time trends
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Real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests and schedule changes, checking and flagging them according to their performance in terms of thresholds set for ACW, Hold Time, ATTR, ASA, etc.
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Build, maintain, and prepare hourly, intraday/end-of-day, weekly, and monthly reports while ensuring timeliness and accuracy of data.
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Analyze real-time volume trends and make staffing adjustments to ensure service level and productivity/efficiency goals are met.
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Coordinate and collaborate with Operations, IT, HR and other departments to ensure the smooth functioning of the production environment.
Required Qualifications: List any education requirements, prior experience, knowledge, skills or abilities:
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Minimum 6 months of experience as a Real Time Analyst in a call center environment and familiarity with Workforce functions required.
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6 months using one of the following systems: Aspect eWFM, Blue Pumpkin, or IEX
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Some experience with call center reporting and metrics preferred
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Proficiency in Microsoft Office Applications including Word and Excel and other relevant software required
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Strong Analytical Skills required to critically assess situations and make decisions in real time
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Excellent problem solving and decision-making skills
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Ability to operate effectively in a team environment
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Excellent oral and written communication skills and interpersonal skills
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Experience in handling Voice Chat and Back office Support
Working Conditions:
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Amenable to work in the office at Mandaluyong
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Can work on weekends and flexible working hours
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Willing to work on shifting schedules
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Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
