Senior Real Time Analyst

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
• Amenable to work on Mid Shift
• Amenable to work 100% Onsite