We are seeking a detail-oriented Real-Time Analyst to join our team. This role is essential for monitoring real-time operations and ensuring that our team adheres to schedules and performance metrics. The ideal candidate will have strong analytical skills and the ability to work closely with operations management to maintain optimal service levels.

Candidate Profile

• Must have at least 1 year experience as a Real Time Analyst

• Must be willing to work onsite in Davao City

• Effective communication skills, both written and verbal

• Proficient in Microsoft Office

• Ability to multi-task and meet timelines on deliverables

• Detail-oriented

What's in it for you?

• Competitive Compensation

• Career Growth

Essential Functions/Core Responsibilities:

• Monitor Real-Time Agent Adherence and escalate any issues to the appropriate channels.

• Oversee agent attendance and promptly report any deviations to Operations.

• Utilize the DANER approach consistently to monitor real-time activities and maintain operational efficiency.

• Collaborate closely with Operations management to assist in enforcing schedule adherence and call time threshold guidelines for the program.

• Responsible for managing Real-Time Adherence and Queue Management for Business Operations, ensuring support for client/account service level agreements.

• Ensure teams adhere to scheduled logins/logouts and manage, control, and report any non-adherence to schedules professionally and effectively.