FAQs
What is the job title for this position?
The job title is Real-Time Analyst.
Who will I report to as a Real-Time Analyst?
You will report to the Workforce Supervisor.
What department is this role part of?
This role is part of the Customer Success - Workforce Management (WFM) department.
What are the primary responsibilities of a Real-Time Analyst?
The primary responsibilities include real-time monitoring of queues and agents, making adjustments to task allocations, preparing reports, analyzing volume trends, and collaborating with other departments.
What qualifications are required for this position?
A minimum of 6 months of experience as a Real-Time Analyst in a call center environment, familiarity with Workforce functions, experience with specific systems (Aspect eWFM, Blue Pumpkin, or IEX), proficiency in Microsoft Office, and strong analytical and communication skills are required.
Is there any preferred experience for applicants?
Yes, some experience with call center reporting and metrics, as well as experience in handling Voice Chat and Back office Support, is preferred.
What are the working conditions for this role?
The position requires working in the office at Mandaluyong, with availability to work weekends, flexible hours, and willingness to work night shifts.
What is the company’s stance on diversity and inclusion?
Remitly is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive environment for all employees.
Are there opportunities for advancement in this position?
While the job description does not specify, typically roles in Customer Success and Workforce Management may offer pathways for advancement based on performance and experience.
Is training provided for new hires?
The job description does not specify training; however, companies typically offer onboarding and training for new hires to familiarize them with their roles and systems.