Explore exciting opportunities as a Real Time Analyst, a role crucial for optimizing operations and enhancing decision-making. Real Time Analysts are in demand across various sectors, including finance, technology, and customer service, reflecting the increasing need for data-driven insights. Job boards list numerous positions for skilled 248 Real Time Analyst jobs in the Philippines
Real Time Analyst
National Capital Region, National Capital Region
IntouchCX
Posted 16 days ago
Job Viewed
Job Description
Job Description:
- Evaluate large amounts of data br>- Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members
- Adjust staffing and scheduling according to the changing needs of the business
- Solicit extra hours or voluntary time off where applicable, to ensure staffing meets forecasted volumes for clients
- Monitor schedules and escalate issues regarding attendance adherence
- Work with team members to ensure they know their statistics related to the schedule
Job Requirements:
- High school diploma or equivalent (required)
- Some post-secondary or completion of post-secondary schooling (preferred)
- Good communication skills
- Advanced knowledge of MS Word and Excel
- Adaptability to learn a variety of software programs
- A high level of accuracy with regards to data entry
- Strong analytical and problem solving skills
- Willingness to learn and adapt to working in a new environment
- The ability to multitask and self-manage your work day
- Evaluate large amounts of data br>- Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members
- Adjust staffing and scheduling according to the changing needs of the business
- Solicit extra hours or voluntary time off where applicable, to ensure staffing meets forecasted volumes for clients
- Monitor schedules and escalate issues regarding attendance adherence
- Work with team members to ensure they know their statistics related to the schedule
Job Requirements:
- High school diploma or equivalent (required)
- Some post-secondary or completion of post-secondary schooling (preferred)
- Good communication skills
- Advanced knowledge of MS Word and Excel
- Adaptability to learn a variety of software programs
- A high level of accuracy with regards to data entry
- Strong analytical and problem solving skills
- Willingness to learn and adapt to working in a new environment
- The ability to multitask and self-manage your work day
This advertiser has chosen not to accept applicants from your region.
0
Real-time Analyst
Taguig, National Capital Region
Amex
Posted today
Job Viewed
Job Description
**Real-Time Analyst**
**You lead the way. We’ve got your back.**
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
At American Express we provide a series of excellence; our customers are our most valuable asset, and our teams are the key to achieving this phenomenal goal. For over 160 years we continue to grow, proactively responding to the needs and expectations of our customers. We seek creative and innovative people who are willing to join us in the challenges of the business and are committed to providing outstanding service.
**Description**:
The GOCM Analyst works as part of a team focused on carrying out the Short-Term Planning & Real-Time Management strategy for the center.
The GOCM Analyst must demonstrate collaboration and partnership with multiple functional teams including Contact Center Leadership, CCM, MIS, Technology, World Servicing Learning Network (WSLN), Finance, Marketing, Global Business Integration (GBI), various Centers of Excellence and Planning communities across the globe.
Success in the role is gauge by contribution to on target delivery of Operational Excellence metrics (e.g. Customer Handling Time), Forecast Accuracy, Voice of the Customer survey results, Schedule & Operational Efficiency, Abandon Rate Consistency, Availability/Shrinkage Optimization and customer satisfaction targets both internal to GPRO and external for our customers.
**Qualifications**:
- Strong PC skills, including advanced knowledge of Microsoft Excel, Access, PowerPoint, and Word
- Ability to work flexible hours based on business needs
- Ability to successfully balance high workload demands, quality and performance on a consistent basis
- Ability to make quick decisions about contact center dynamics and to try new things as necessary
- Ability to communicate and influence people at senior levels effectively and with ease.
- Gain trust, establish links and influence GSN leadership teams to develop true partnership
- Understand and shape the key strategies of the business and translate these into day-to-day operational and production management activities
- Work with the business, marketing & project teams to ensure relevant information is obtained for new products and projects that impact call volume, CHT, Availability and staffing levels in order to put relevant plans in place
- Ability to work across geographic borders as part of a virtual team
- Strong written and verbal communication skills
- Experience with Genesys WFM tool is an advantage
**Additional Details**:
- Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
- Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
- Work From Home Requirements:
- Must have at least 25 mbps internet connection plan / speed
- Must have a private & quiet area to work at home
- American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
**This role is not open to visa sponsorship according to business requirements.**
To know more about our recruitment process, you may watch this short video - What to Expect: Recruitment at American Express
**You lead the way. We’ve got your back.**
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
At American Express we provide a series of excellence; our customers are our most valuable asset, and our teams are the key to achieving this phenomenal goal. For over 160 years we continue to grow, proactively responding to the needs and expectations of our customers. We seek creative and innovative people who are willing to join us in the challenges of the business and are committed to providing outstanding service.
**Description**:
The GOCM Analyst works as part of a team focused on carrying out the Short-Term Planning & Real-Time Management strategy for the center.
The GOCM Analyst must demonstrate collaboration and partnership with multiple functional teams including Contact Center Leadership, CCM, MIS, Technology, World Servicing Learning Network (WSLN), Finance, Marketing, Global Business Integration (GBI), various Centers of Excellence and Planning communities across the globe.
Success in the role is gauge by contribution to on target delivery of Operational Excellence metrics (e.g. Customer Handling Time), Forecast Accuracy, Voice of the Customer survey results, Schedule & Operational Efficiency, Abandon Rate Consistency, Availability/Shrinkage Optimization and customer satisfaction targets both internal to GPRO and external for our customers.
**Qualifications**:
- Strong PC skills, including advanced knowledge of Microsoft Excel, Access, PowerPoint, and Word
- Ability to work flexible hours based on business needs
- Ability to successfully balance high workload demands, quality and performance on a consistent basis
- Ability to make quick decisions about contact center dynamics and to try new things as necessary
- Ability to communicate and influence people at senior levels effectively and with ease.
- Gain trust, establish links and influence GSN leadership teams to develop true partnership
- Understand and shape the key strategies of the business and translate these into day-to-day operational and production management activities
- Work with the business, marketing & project teams to ensure relevant information is obtained for new products and projects that impact call volume, CHT, Availability and staffing levels in order to put relevant plans in place
- Ability to work across geographic borders as part of a virtual team
- Strong written and verbal communication skills
- Experience with Genesys WFM tool is an advantage
**Additional Details**:
- Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
- Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
- Work From Home Requirements:
- Must have at least 25 mbps internet connection plan / speed
- Must have a private & quiet area to work at home
- American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
**This role is not open to visa sponsorship according to business requirements.**
To know more about our recruitment process, you may watch this short video - What to Expect: Recruitment at American Express
This advertiser has chosen not to accept applicants from your region.
1
Real-time Analyst
Taguig, National Capital Region
Amex Group
Posted today
Job Viewed
Job Description
Job Description
Real-Time Analyst
You lead the way. We've got your back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible - and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
At American Express we provide a series of excellence our customers are our most valuable asset, and our teams are the key to achieving this phenomenal goal. For over 160 years we continue to grow, proactively responding to the needs and expectations of our customers. We seek creative and innovative people who are willing to join us in the challenges of the business and are committed to providing outstanding service.
**Description**:
The GOCM Analyst works as part of a team focused on carrying out the Short-Term Planning & Real-Time Management strategy for the center.
The GOCM Analyst must demonstrate collaboration and partnership with multiple functional teams including Contact Center Leadership, CCM, MIS, Technology, World Servicing Learning Network (WSLN), Finance, Marketing, Global Business Integration (GBI), various Centers of Excellence and Planning communities across the globe.
Success in the role is gauge by contribution to on target delivery of Operational Excellence metrics (e.g. Customer Handling Time), Forecast Accuracy, Voice of the Customer survey results, Schedule & Operational Efficiency, Abandon Rate Consistency, Availability/Shrinkage Optimization and customer satisfaction targets both internal to GPRO and external for our customers.
**Qualifications**:
Strong PC skills, including advanced knowledge of Microsoft Excel, Access, PowerPoint, and Word
Ability to work flexible hours based on business needs
Ability to successfully balance high workload demands, quality and performance on a consistent basis
Ability to make quick decisions about contact center dynamics and to try new things as necessary
Ability to communicate and influence people at senior levels effectively and with ease.
Gain trust, establish links and influence GSN leadership teams to develop true partnership
Understand and shape the key strategies of the business and translate these into day-to-day operational and production management activities
Work with the business, marketing & project teams to ensure relevant information is obtained for new products and projects that impact call volume, CHT, Availability and staffing levels in order to put relevant plans in place
Ability to work across geographic borders as part of a virtual team
Strong written and verbal communication skills
Experience with Genesys WFM tool is an advantage
**Additional Details**:
**Location**: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
**Workplace Flexibility**: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
**Work From Home Requirements**:
Must have at least 25 mbps internet connection plan / speed
Must have a private & quiet area to work at home
American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
This role is not open to visa sponsorship according to business requirements.
To know more about our recruitment process, you may watch this short video
- **Job Description**:
Real-Time Analyst
You lead the way. We've got your back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financi
Real-Time Analyst
You lead the way. We've got your back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible - and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
At American Express we provide a series of excellence our customers are our most valuable asset, and our teams are the key to achieving this phenomenal goal. For over 160 years we continue to grow, proactively responding to the needs and expectations of our customers. We seek creative and innovative people who are willing to join us in the challenges of the business and are committed to providing outstanding service.
**Description**:
The GOCM Analyst works as part of a team focused on carrying out the Short-Term Planning & Real-Time Management strategy for the center.
The GOCM Analyst must demonstrate collaboration and partnership with multiple functional teams including Contact Center Leadership, CCM, MIS, Technology, World Servicing Learning Network (WSLN), Finance, Marketing, Global Business Integration (GBI), various Centers of Excellence and Planning communities across the globe.
Success in the role is gauge by contribution to on target delivery of Operational Excellence metrics (e.g. Customer Handling Time), Forecast Accuracy, Voice of the Customer survey results, Schedule & Operational Efficiency, Abandon Rate Consistency, Availability/Shrinkage Optimization and customer satisfaction targets both internal to GPRO and external for our customers.
**Qualifications**:
Strong PC skills, including advanced knowledge of Microsoft Excel, Access, PowerPoint, and Word
Ability to work flexible hours based on business needs
Ability to successfully balance high workload demands, quality and performance on a consistent basis
Ability to make quick decisions about contact center dynamics and to try new things as necessary
Ability to communicate and influence people at senior levels effectively and with ease.
Gain trust, establish links and influence GSN leadership teams to develop true partnership
Understand and shape the key strategies of the business and translate these into day-to-day operational and production management activities
Work with the business, marketing & project teams to ensure relevant information is obtained for new products and projects that impact call volume, CHT, Availability and staffing levels in order to put relevant plans in place
Ability to work across geographic borders as part of a virtual team
Strong written and verbal communication skills
Experience with Genesys WFM tool is an advantage
**Additional Details**:
**Location**: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
**Workplace Flexibility**: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
**Work From Home Requirements**:
Must have at least 25 mbps internet connection plan / speed
Must have a private & quiet area to work at home
American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
This role is not open to visa sponsorship according to business requirements.
To know more about our recruitment process, you may watch this short video
- **Job Description**:
Real-Time Analyst
You lead the way. We've got your back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financi
This advertiser has chosen not to accept applicants from your region.
2
Real Time Analyst
Pasig, Palawan
TDCX Philippines
Posted today
Job Viewed
Job Description
**Real Time Analyst**
*
- At least 2-3 years of working experience as a Workforce/Real Time Analyst is required for this position.
- Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
- Proven hands-on experience with workforce management
- Good verbal, written, analytical and interpersonal communication skills
- Must be willing to work night shift and/or shifting schedule
- A quiet space to work at and a stable internet connection of 20mbps upload/download speed is highly preferred (wfh)
*
*
*
*
*
**PERKS**
- HMO ON DAY 1
- 25% Night Differential
- 15 Vacation leaves convertible to CASH
**Job Types**: Full-time, Permanent
**Salary**: Up to Php50,000.00 per month
**Benefits**:
- Additional leave
- Company Christmas gift
- Company events
- Employee discount
- Health insurance
- Opportunities for promotion
- Paid training
- Promotion to permanent employee
- Work from home
Schedule:
- 8 hour shift
Supplemental Pay:
- 13th month salary
- Bonus pay
- Performance bonus
Ability to commute/relocate:
- Ortigas Pasig: Reliably commute or planning to relocate before starting work (required)
*
- At least 2-3 years of working experience as a Workforce/Real Time Analyst is required for this position.
- Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
- Proven hands-on experience with workforce management
- Good verbal, written, analytical and interpersonal communication skills
- Must be willing to work night shift and/or shifting schedule
- A quiet space to work at and a stable internet connection of 20mbps upload/download speed is highly preferred (wfh)
*
*
*
*
*
**PERKS**
- HMO ON DAY 1
- 25% Night Differential
- 15 Vacation leaves convertible to CASH
**Job Types**: Full-time, Permanent
**Salary**: Up to Php50,000.00 per month
**Benefits**:
- Additional leave
- Company Christmas gift
- Company events
- Employee discount
- Health insurance
- Opportunities for promotion
- Paid training
- Promotion to permanent employee
- Work from home
Schedule:
- 8 hour shift
Supplemental Pay:
- 13th month salary
- Bonus pay
- Performance bonus
Ability to commute/relocate:
- Ortigas Pasig: Reliably commute or planning to relocate before starting work (required)
This advertiser has chosen not to accept applicants from your region.
3
Real Time Analyst
ResultsCX
Posted today
Job Viewed
Job Description
**Description**
**Real Time Analyst**
The Real Time Analyst is responsible for monitoring statistics, staffing adherence, list penetration and client key performance indicators. The Real Time Analyst must take actions to ensure the enterprise achieves its clients and internal bill to pay goals.
We expect greater of ourselves. What’s Your Greater? Come find it at ResultsCX!
**In this role you will**:
- Manage multiple call queues in real time.
- Watch staffing levels at each site to ensure planned coverage is met on the interval level.
- Manage numerous real-time metrics such as: Service Level, Average Speed of Answer, Schedule
- Adherence, Occupancy, Average Handle Time, and After Call Work against a matrix of defined thresholds.
- Provide outage and crisis management (Facilitating communications between IT teams and site management.)
- Manage Interval, daily, weekly and monthly plan objectives
- Provide Key Performance Indicator - (KPI) reporting to Client and Results management teams
- Develop and Implement KPI Action Plans to drive performance goals.
- Work closely with the Global Resource planners (forecasting and scheduling) to ensure optimal staffing coverage on daily and weekly basis.
- Provide real-time skilling adjustments.
- Serve as the main contact point between Results and our Client Partners.
- Provide real-time leadership to Local Resource Planners (LRPs) assisting the enterprise in managing the intraday staffing requirements.
**We are looking for someone who has**:
- An analytical mind set.
- Excellent attendance.
- Strong written and verbal communications skills
- Strong attention to detail
- A team player mindset
- Exceptional problem solving skills
**About ResultsCX**:
We encourage our people to “expect greater”, reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for you!
ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.
**Real Time Analyst**
The Real Time Analyst is responsible for monitoring statistics, staffing adherence, list penetration and client key performance indicators. The Real Time Analyst must take actions to ensure the enterprise achieves its clients and internal bill to pay goals.
We expect greater of ourselves. What’s Your Greater? Come find it at ResultsCX!
**In this role you will**:
- Manage multiple call queues in real time.
- Watch staffing levels at each site to ensure planned coverage is met on the interval level.
- Manage numerous real-time metrics such as: Service Level, Average Speed of Answer, Schedule
- Adherence, Occupancy, Average Handle Time, and After Call Work against a matrix of defined thresholds.
- Provide outage and crisis management (Facilitating communications between IT teams and site management.)
- Manage Interval, daily, weekly and monthly plan objectives
- Provide Key Performance Indicator - (KPI) reporting to Client and Results management teams
- Develop and Implement KPI Action Plans to drive performance goals.
- Work closely with the Global Resource planners (forecasting and scheduling) to ensure optimal staffing coverage on daily and weekly basis.
- Provide real-time skilling adjustments.
- Serve as the main contact point between Results and our Client Partners.
- Provide real-time leadership to Local Resource Planners (LRPs) assisting the enterprise in managing the intraday staffing requirements.
**We are looking for someone who has**:
- An analytical mind set.
- Excellent attendance.
- Strong written and verbal communications skills
- Strong attention to detail
- A team player mindset
- Exceptional problem solving skills
**About ResultsCX**:
We encourage our people to “expect greater”, reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for you!
ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.
This advertiser has chosen not to accept applicants from your region.
4
Real-time Analyst
Accenture Cubao site
Posted today
Job Viewed
Job Description
Open to college graduates, college undergraduates, and associate degree graduates
- Must have at least 1 year of work experience in Workforce Management / Real Time Analyst in a BPO industry
- Shifting Schedule
- Work on site set up
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Quezon City: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- Workforce Management / Real Time Analyst in a BPO industry: 1 year (preferred)
- Must have at least 1 year of work experience in Workforce Management / Real Time Analyst in a BPO industry
- Shifting Schedule
- Work on site set up
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Quezon City: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- Workforce Management / Real Time Analyst in a BPO industry: 1 year (preferred)
This advertiser has chosen not to accept applicants from your region.
5
Real Time Analyst
Manulife
Posted today
Job Viewed
Job Description
**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**
**Working Arrangement**
Hybrid
**Key Accountabilities**:
**_General Responsibilities: _**
- Responsible for monitoring multi-site real time adherence, logging adherence issues, monitors absent line, coding real time schedule changes in Verint and reports system outage/ down time
- Ensures that calls are handled meeting SLA’s by checking, reviewing and flagging auxillary activities of agents who are scheduled to be taking in calls on a daily basis but are showing out-of-adherence
- Actively manages volumes across sites to ensure optimal staffing levels
- Communicates work schedules, monitor max waits for various call queues for the Canadian Division Contact Centre and queue performance for CGB
- Monitor and report leave allocations to workforce management team that may trigger changes in staffing plan and schedules
- Works with leaders and site managers to ensure adequate staff, maintain consistency of procedures and policies followed by CSP’s regarding Adherence and Conformance
- Act as a single point of contact for WFM in MBPS Manila and Cebu regarding system downtime that impact production. Tracks and reports issues and resolution/recommendations with the guidance and directive of WFM Team.
- Create accurate and timely reports that reflect the Service Level performance
- Identify best practices and optimize the use of department technology to improve division efficiency and effectiveness
**Minimum Skills Requirement to Hire**:
**_Internal Applicants _**
- Minimum tenure of one year in current role
- Less than 2% Sick Leave Utilization in the past 6 months
- Consistently **meets or exceeds **individual performance goals in the past 6 months
- No Disciplinary Actions in the past 6 months
- Previous related work experience as Workforce or Real Time Analyst in a multi-site environment is preferred
**_Performance and Competency Requirements _**
- Excellent working knowledge of call center operations, metrics and related technology
- Knowledgeable in WFM Tools such as Verint Impact 360 ver 11, Avaya IQ
- Completed Basic Excel Training, WFM Track and/ or WFM for Leaders with relevant output deployed post training
- Excellent relationship management and negotiation skills, including conflict resolution. Ability to perform extensive job requirements in high pressure environment with little supervision
- Attention to detail and the ability to identify trends and best course of remedial action to support service delivery
**Minimum Skills Requirements to Go-live**:
- Knowledge of Canadian Contact Centre Operation processes
- Knowledge of tools and resources utilized by the Workforce Team
- High level of mathematical, statistical and analytical skills
- Prepares well-composed oral and written reports and presentations for management and business unit audiences
- Demonstrated knowledge of relevant responsibilities of the role such as service level monitoring; queue, skillset and call allocation management driven, daily approvals/exceptions, etc.
- Knowledge of system issue escalation procedures.
**About John Hancock and Manulife**
**Manulife is an Equal Opportunity Employer
**Working Arrangement**
Hybrid
**Key Accountabilities**:
**_General Responsibilities: _**
- Responsible for monitoring multi-site real time adherence, logging adherence issues, monitors absent line, coding real time schedule changes in Verint and reports system outage/ down time
- Ensures that calls are handled meeting SLA’s by checking, reviewing and flagging auxillary activities of agents who are scheduled to be taking in calls on a daily basis but are showing out-of-adherence
- Actively manages volumes across sites to ensure optimal staffing levels
- Communicates work schedules, monitor max waits for various call queues for the Canadian Division Contact Centre and queue performance for CGB
- Monitor and report leave allocations to workforce management team that may trigger changes in staffing plan and schedules
- Works with leaders and site managers to ensure adequate staff, maintain consistency of procedures and policies followed by CSP’s regarding Adherence and Conformance
- Act as a single point of contact for WFM in MBPS Manila and Cebu regarding system downtime that impact production. Tracks and reports issues and resolution/recommendations with the guidance and directive of WFM Team.
- Create accurate and timely reports that reflect the Service Level performance
- Identify best practices and optimize the use of department technology to improve division efficiency and effectiveness
**Minimum Skills Requirement to Hire**:
**_Internal Applicants _**
- Minimum tenure of one year in current role
- Less than 2% Sick Leave Utilization in the past 6 months
- Consistently **meets or exceeds **individual performance goals in the past 6 months
- No Disciplinary Actions in the past 6 months
- Previous related work experience as Workforce or Real Time Analyst in a multi-site environment is preferred
**_Performance and Competency Requirements _**
- Excellent working knowledge of call center operations, metrics and related technology
- Knowledgeable in WFM Tools such as Verint Impact 360 ver 11, Avaya IQ
- Completed Basic Excel Training, WFM Track and/ or WFM for Leaders with relevant output deployed post training
- Excellent relationship management and negotiation skills, including conflict resolution. Ability to perform extensive job requirements in high pressure environment with little supervision
- Attention to detail and the ability to identify trends and best course of remedial action to support service delivery
**Minimum Skills Requirements to Go-live**:
- Knowledge of Canadian Contact Centre Operation processes
- Knowledge of tools and resources utilized by the Workforce Team
- High level of mathematical, statistical and analytical skills
- Prepares well-composed oral and written reports and presentations for management and business unit audiences
- Demonstrated knowledge of relevant responsibilities of the role such as service level monitoring; queue, skillset and call allocation management driven, daily approvals/exceptions, etc.
- Knowledge of system issue escalation procedures.
**About John Hancock and Manulife**
**Manulife is an Equal Opportunity Employer
This advertiser has chosen not to accept applicants from your region.
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6
Real Time Analyst
Meycauayan, Bulacan
TaskUs
Posted today
Job Viewed
Job Description
So what does a Workforce Analyst really do? Think of yourself as the primary person in charge of ensuring staffing plans are carried out and adjusted as needed, so not just anyone is qualified for this role! We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. So come on, now we need your full concentration because it’s time to imagine what it’s like being a Workforce Analyst.
Imagine yourself going to work with one thing on your mind: to deliver the world's best customer experience by striking a balance between service and cost. As you tackle your new tasks for the day, you know that it will lead to these key priorities: analyzing current performance and trends, making adjustments to plans if necessary, and implementing targeted actions so that goals are met while also managing efficiencies.
As a Workforce Analyst, you will be monitoring queue level performance and in reporting to Operations and WFM leadership any significant variations from volume forecast, AHT assumptions, and shrinkage factors. Based on these, you will project the impact for the remainder of the day, and recommend actions that will allow the program to meet service and cost objectives. You will be in charge of approving and plotting real-time schedule exceptions, and in creating accurate, timely, and relevant intraday reports. You will report any significant schedule adherence deviations in a proactive and urgent manner. Also, all other duties related to the role as determined by the business or leadership.
So, do you have what it takes to become a Workforce Analyst?
**Requirements**:
So, what are we looking for? Well, since this is an analyst post we’d need someone who already has the skills and potential to even call themselves one. So preferably someone with at least 1-year experience in RTA/WFM.
If you are someone who has strong mathematical and analytical skills, then you’re exactly what we want! Oh, we also need someone with good communication skills because let’s face it - if you can't express yourself well can you even orchestrate the execution of our staffing plans?
We need someone who can be independent in a way they can work on their own but can also work well as a member of a team as well as to coordinate efforts and collaborate with a variety of individuals. We need someone who has the ability to transform data into organized insightful information and is able to meet tight deadlines; strong ability to self-manage on deliverable execution. We need someone who is self-motivated and must excel in a mínimally managed high profile position as well as someone with excellent work ethics.
About TaskUs:
TaskUs (NASDAQ: TASK) is a provider of outsourced digital services and next-generation customer experience to innovative and disruptive technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery and ridesharing, HiTech, FinTech and HealthTech.
As of June 30, 2021, TaskUs had approximately 31,500 employees across twenty locations in the United States, the Philippines, India, Mexico, Taiwan, Greece, Ireland and Colombia.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
TaskUs is an Equal Opportunity Employer
Imagine yourself going to work with one thing on your mind: to deliver the world's best customer experience by striking a balance between service and cost. As you tackle your new tasks for the day, you know that it will lead to these key priorities: analyzing current performance and trends, making adjustments to plans if necessary, and implementing targeted actions so that goals are met while also managing efficiencies.
As a Workforce Analyst, you will be monitoring queue level performance and in reporting to Operations and WFM leadership any significant variations from volume forecast, AHT assumptions, and shrinkage factors. Based on these, you will project the impact for the remainder of the day, and recommend actions that will allow the program to meet service and cost objectives. You will be in charge of approving and plotting real-time schedule exceptions, and in creating accurate, timely, and relevant intraday reports. You will report any significant schedule adherence deviations in a proactive and urgent manner. Also, all other duties related to the role as determined by the business or leadership.
So, do you have what it takes to become a Workforce Analyst?
**Requirements**:
So, what are we looking for? Well, since this is an analyst post we’d need someone who already has the skills and potential to even call themselves one. So preferably someone with at least 1-year experience in RTA/WFM.
If you are someone who has strong mathematical and analytical skills, then you’re exactly what we want! Oh, we also need someone with good communication skills because let’s face it - if you can't express yourself well can you even orchestrate the execution of our staffing plans?
We need someone who can be independent in a way they can work on their own but can also work well as a member of a team as well as to coordinate efforts and collaborate with a variety of individuals. We need someone who has the ability to transform data into organized insightful information and is able to meet tight deadlines; strong ability to self-manage on deliverable execution. We need someone who is self-motivated and must excel in a mínimally managed high profile position as well as someone with excellent work ethics.
About TaskUs:
TaskUs (NASDAQ: TASK) is a provider of outsourced digital services and next-generation customer experience to innovative and disruptive technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery and ridesharing, HiTech, FinTech and HealthTech.
As of June 30, 2021, TaskUs had approximately 31,500 employees across twenty locations in the United States, the Philippines, India, Mexico, Taiwan, Greece, Ireland and Colombia.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
TaskUs is an Equal Opportunity Employer
This advertiser has chosen not to accept applicants from your region.
7
Real Time Analyst- Clinical
R1 RCM
Posted 2 days ago
Job Viewed
Job Description
**Qualifications:**
+ Graduate of any Bachelor's Degree (Medical Allied Graduate is preferred but not required)
+ At least 1 year of Customer Service Representative experience (Inbound/Outbound)
+ At least 1 to 2 years of Real-Time Analyst experience
+ At least 1 year of experience doing intake for RCM
+ Experience in using Microsoft Excel
+ Experience working on different payor portals
+ Amenable to Night shift work schedule (Shifting Sched)
Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.
Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits.
What's in it for you?
- Competitive Total Rewards Package
- Target variable incentives
- Medical Plan (HMO) from Day 1 of employment with free dependents
- Life insurance
- Paid Time-Off Benefits
- Sick Leave Conversion
- Night Differential offered
- Employee Referral Program
- All Mandatory Statutory Benefits
R1 RCM Inc. ("the Company") is dedicated to the fundamentals of equal employment opportunity. The Company's employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person's age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, or any other characteristic protected by local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.
Visit us on Facebook: #AllTogetherBetterinR1PH
R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry's most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation and workflow orchestration.
Headquartered near Salt Lake City, Utah, R1 employs over 29,000 people globally.
+ Graduate of any Bachelor's Degree (Medical Allied Graduate is preferred but not required)
+ At least 1 year of Customer Service Representative experience (Inbound/Outbound)
+ At least 1 to 2 years of Real-Time Analyst experience
+ At least 1 year of experience doing intake for RCM
+ Experience in using Microsoft Excel
+ Experience working on different payor portals
+ Amenable to Night shift work schedule (Shifting Sched)
Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.
Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits.
What's in it for you?
- Competitive Total Rewards Package
- Target variable incentives
- Medical Plan (HMO) from Day 1 of employment with free dependents
- Life insurance
- Paid Time-Off Benefits
- Sick Leave Conversion
- Night Differential offered
- Employee Referral Program
- All Mandatory Statutory Benefits
R1 RCM Inc. ("the Company") is dedicated to the fundamentals of equal employment opportunity. The Company's employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person's age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, or any other characteristic protected by local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.
Visit us on Facebook: #AllTogetherBetterinR1PH
R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry's most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation and workflow orchestration.
Headquartered near Salt Lake City, Utah, R1 employs over 29,000 people globally.
This advertiser has chosen not to accept applicants from your region.
8
Real Time Analyst- Clinical
R1 RCM
Posted 2 days ago
Job Viewed
Job Description
**Qualifications:**
+ Graduate of any Bachelor's Degree (Medical Allied Graduate is preferred but not required)
+ At least 1 year of Customer Service Representative experience (Inbound/Outbound)
+ At least 1 to 2 years of Real-Time Analyst experience
+ At least 1 year of experience doing intake for RCM
+ Experience in using Microsoft Excel
+ Experience working on different payor portals
+ Amenable to Night shift work schedule (Shifting Sched)
Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.
Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits.
What's in it for you?
- Competitive Total Rewards Package
- Target variable incentives
- Medical Plan (HMO) from Day 1 of employment with free dependents
- Life insurance
- Paid Time-Off Benefits
- Sick Leave Conversion
- Night Differential offered
- Employee Referral Program
- All Mandatory Statutory Benefits
R1 RCM Inc. ("the Company") is dedicated to the fundamentals of equal employment opportunity. The Company's employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person's age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, or any other characteristic protected by local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.
Visit us on Facebook: #AllTogetherBetterinR1PH
R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry's most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation and workflow orchestration.
Headquartered near Salt Lake City, Utah, R1 employs over 29,000 people globally.
+ Graduate of any Bachelor's Degree (Medical Allied Graduate is preferred but not required)
+ At least 1 year of Customer Service Representative experience (Inbound/Outbound)
+ At least 1 to 2 years of Real-Time Analyst experience
+ At least 1 year of experience doing intake for RCM
+ Experience in using Microsoft Excel
+ Experience working on different payor portals
+ Amenable to Night shift work schedule (Shifting Sched)
Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.
Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits.
What's in it for you?
- Competitive Total Rewards Package
- Target variable incentives
- Medical Plan (HMO) from Day 1 of employment with free dependents
- Life insurance
- Paid Time-Off Benefits
- Sick Leave Conversion
- Night Differential offered
- Employee Referral Program
- All Mandatory Statutory Benefits
R1 RCM Inc. ("the Company") is dedicated to the fundamentals of equal employment opportunity. The Company's employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person's age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, or any other characteristic protected by local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.
Visit us on Facebook: #AllTogetherBetterinR1PH
R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry's most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation and workflow orchestration.
Headquartered near Salt Lake City, Utah, R1 employs over 29,000 people globally.
This advertiser has chosen not to accept applicants from your region.
9