The Real-Time Analyst monitors queues and agents in a call center, adjusts task allocations based on volume trends, and prepares reports. They collaborate with various departments to ensure service levels are met.
Job Description:
.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.
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:
- Real-time monitoring of all queues, making adjustments to task allocations driven by real-time trends
- 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.
- Build, maintain, and prepare hourly, intraday/end-of-day, weekly, and monthly reports while ensuring timeliness and accuracy of data.
- Analyze real-time volume trends and make staffing adjustments to ensure service level and productivity/efficiency goals are met.
- Coordinate and collaborate with Operations, IT, HR and other departments to ensure the smooth functioning of the production environment.
Required Qualifications:
- Minimum 1 year of experience as a Real Time Analyst in a call center environment and familiarity with Workforce functions required.
- 6 months using one of the following systems: Aspect eWFM, Blue Pumpkin, or IEX
- Some experience with call center reporting and metrics preferred
- Proficiency in Microsoft Office Applications including Word and Excel and other relevant software required
- Strong Analytical Skills required to critically assess situations and make decisions in real time
- Excellent problem solving and decision-making skills
- Ability to operate effectively in a team environment
- Excellent oral and written communication skills and interpersonal skills
- Experience in handling Voice Chat and Back office Support
Working Conditions:
- Amenable to work in the office at Mandaluyong
- Can work on weekends and flexible working hours
- Willing to work on shifting schedules
.
Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Top Skills
Aspect Ewfm
Blue Pumpkin
Iex
MS Office
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