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Real Time Analyst

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Remitly

6d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Data
  • Manila
  • Quick Apply

AI generated summary

  • You need 6 months in a call center as a Real Time Analyst, experience with eWFM systems, strong analytical and problem-solving skills, and proficiency in Microsoft Office. Night shift and weekends required.
  • You will monitor queues and agents in real-time, adjust staffing, prepare reports, analyze volume trends, and coordinate with departments to ensure operational efficiency.

Requirements

  • Minimum 6 months of experience as a Real Time Analyst in a call center environment and familiarity with Workforce functions required.
  • 6 months using one of the following systems: Aspect eWFM, Blue Pumpkin, or IEX
  • Some experience with call center reporting and metrics preferred
  • Proficiency in Microsoft Office Applications including Word and Excel and other relevant software required
  • Strong Analytical Skills required to critically assess situations and make decisions in real time
  • Excellent problem solving and decision-making skills
  • Ability to operate effectively in a team environment
  • Excellent oral and written communication skills and interpersonal skills
  • Experience in handling Voice Chat and Back office Support
  • Amenable to work in the office at Mandaluyong
  • Can work on weekends and flexible working hours
  • Willing to work on night shift

Responsibilities

  • Real-time monitoring of all queues, making adjustments to task allocations driven by real-time trends
  • Real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests and schedule changes, checking and flagging them according to their performance in terms of thresholds set for ACW, Hold Time, ATTR, ASA, etc.
  • Build, maintain, and prepare hourly, intraday/end-of-day, weekly, and monthly reports while ensuring timeliness and accuracy of data.
  • Analyze real-time volume trends and make staffing adjustments to ensure service level and productivity/efficiency goals are met.
  • Coordinate and collaborate with Operations, IT, HR and other departments to ensure the smooth functioning of the production environment.

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.

We are united through our mission - to tirelessly deliver on our promise to immigrants sending money across the world.

Finance
Industry
1001-5000
Employees
2011
Founded Year

Mission & Purpose

Remitly is a company that provides digital remittance services, enabling individuals to send money internationally in a safe, convenient, and cost-effective manner. Their ultimate mission is to transform the lives of immigrants and their families by providing them with financial inclusion and empowerment. Remitly's purpose is to create a global financial system that is more inclusive, accessible, and fair, allowing people to seamlessly send and receive money across borders, bridging the gap between loved ones and promoting economic opportunities worldwide.

Benefits

  • Continuing Education or Travel Stipend

    Spend up to $1,000 per year on costs related to continuing education or on travel to countries Remitly serves, allowing you to gain insights to our customer’s journeys.

  • Office Culture

    All of our office spaces offer our employees a place to collaborate and celebrate. With locally sourced artwork and vibrant designs, they create an environment that all can enjoy.

  • Flexible PTO, Schedules and Leaves

    Fill your cup up outside of work and take advantage of our generous paid time off policies, leave policies, and flex working hours to ensure you are able to meet the demands of life outside of work.

  • DEI Learning Opportunities

    Tap into the learning routines, resources and affinity groups Remitly provides to help you further your own DEI journey.