BPO - Real Time Analyst (Hybrid Setup)

It takes a lot of skill and mental acuity to effectively coordinate an entire team, but that’s a normal day for real-time analysts (RTAs) who thrive under pressure and can think clearly on their feet. Attention to detail and sharp analytics skills aside, real-time analysts have to be well-coordinated and can coordinate well.

This job is for people who work exceptionally well in a group setting and know their way around people with a passion for delivering only the best experience to customers. Timing is everything, and you need to be quick on your feet to keep pace with a high-energy and dynamic work environment.

If you’re an eagle-eyed observer who can confidently take charge at work, this is your sign to dive into the fast-growing world of business process outsourcing (BPO) and see where the road takes you.

How You Spend Your Eight Hours

• Monitoring agent status in real time

• Monitoring inbound operations to ensure optimal staffing levels

• Evaluating adherence and taking immediate action to improve performance

• Facilitating real-time discussions with stakeholders

• Processing hourly, daily, weekly, and monthly schedule adherence reports and administering volume contingency action plans as necessary and appropriate

• Assisting with the creation of metrics and targets for services

• Working closely with the Operations Team to analyze and improve their delivery processes

• Generating ideas for process and service improvement planning

• Using trends and reports to forecast requirements

• Assisting with projects and other duties as requested or assigned

• Handling duties and responsibilities not specifically outlined above but which are necessary to the position

What You Must Possess

• At least two years of recent RTA/workforce management experience

• Experience in data analysis, especially real-time data analysis

• Proficiency in analyzing real-time data and interpreting trends to make informed decisions

• Familiarity with relevant software and technology used in real-time monitoring and analysis, such as workforce management tools, analytics software, and communication platforms

• Understanding of industry best practices, benchmarks, and key performance indicators (KPIs)

• Ability to analyze data quickly and accurately, identifying patterns and trends to make timely decisions

• Effective communication skills and ability to coordinate with various teams and convey real-time information clearly

• Ability to identify issues in real-time operations and quickly develop solutions

• Adaptability to changing circumstances and adjusting strategies accordingly

• Efficient management of time and priorities to address urgent matters immediately

• Ability to handle multiple tasks simultaneously and make quick but informed decisions based on real-time data and analysis

• Ability to handle high-pressure situations and make decisions under time constraints

• Ability to work collaboratively with different teams

• Keen eye for identifying areas that require improvement to enhance efficiency

What You Shall Receive

• HMO coverage with two free dependents upon regularization

• VL/SL credits upon regularization

• Friendly and supportive work culture

• 13th-month pay and other Philippine-government-mandated benefits

• Non-taxable allowances

• Pay increases, performance bonuses, birthday gifts, and many more

What You Should Consider

• Full-time position

• Monday to Friday, night shift

• Hybrid work setup with on-site training

Why Join Our Company

You look for a company whose senior management listens to what you are and aren’t saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.