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-timeMonitoring inbound operations to ensure optimal staffing levelsEvaluating adherence and taking immediate action to improve performanceFacilitating real-time discussions with stakeholdersProcessing hourly, daily, weekly, and monthly schedule adherence reports and administering volume contingency action plans as necessary and appropriateAssisting with the creation of metrics and targets for servicesWorking closely with the Operations Team to analyze and improve their delivery processesGenerating ideas for process and service improvement planningUsing trends and reports to forecast requirementsAssisting with projects and other duties as requested or assignedHandling duties and responsibilities not specifically outlined above but which are necessary to the position What You Must Possess At least 3 to 4 years of recent RTA/workforce management experienceExperience in data analysis, especially real-time data analysisProficiency in analyzing real-time data and interpreting trends to make informed decisionsFamiliarity with relevant software and technology used in real-time monitoring and analysis, such as workforce management tools, analytics software, and communication platformsUnderstanding of industry best practices, benchmarks, and key performance indicators (KPIs)Ability to analyze data quickly and accurately, identifying patterns and trends to make timely decisionsEffective communication skills and ability to coordinate with various teams and convey real-time information clearlyAbility to identify issues in real-time operations and quickly develop solutionsAdaptability to changing circumstances and adjusting strategies accordinglyEfficient management of time and priorities to address urgent matters immediatelyAbility to handle multiple tasks simultaneously and make quick but informed decisions based on real-time data and analysisAbility to handle high-pressure situations and make decisions under time constraintsAbility to work collaboratively with different teamsKeen 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 ConsiderFull-time positionMonday to Friday, night shiftHybrid work setup with on-site training in our office in Bacoor and Parañaque 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.
