Real Time Analyst
The Real-Time Analyst (RTA) is responsible for real time monitoring, tracking, communicating and reporting on multiple channels/lines of business, ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels.
Primary Duties and 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.
Required Qualifications:
- 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
Working Conditions:
- Amenable to work in the office at Mandaluyong
- Can work on weekends and flexible working hours
- Willing to work on shifting schedules
Employer questions
- What's your expected monthly basic salary?
- How many years' experience do you have as a Real Time Analyst?
- How many years' experience do you have in the BPO industry?
Company profile
Remitly is one of the largest, independent digital remittance companies internationally. Transferring over $9 billion in annualized volume through its proprietary global money transfer network.
Its reliable and easy-to-use mobile app makes the process of sending money faster, easier, transparent, and less costly by eliminating the forms, codes, agents, extra time and fees typical of the traditional, century-old money transfer process.
Remitly is backed by industry-leading investors, World Bank’s International Finance Corporation (IFC), Naspers’ PayU, Silicon Valley Bank, Stripes Group, DFJ, DN Capital, QED Investors, Trilogy Equity Partners, Bezos Expeditions, Founders’ Co-Op, and TomorrowVentures.
The company is headquartered in Seattle, with additional offices in London, Philippines, and Nicaragua and we continue to grow.
For more information, visit Remitly.com.
Our Cultural Values
The Remitly’s Cultural Values embody how an exemplary Remitly team member and the overall Remitly team works to deliver on promises to customers every day. We put our customers at the center of everything we do.
Our Core Values:
Customer Centricity
We are here to serve and empower our customers. No if's, but's or maybe's.
Deliver on Promises
We tenaciously follow through on our commitments, no matter how small.
Bias for Action
We relentlessly prioritize and act. A good decision now is better than a great decision later.
Continuously Improve
We are curious and self-driven learners. We work hard to find the “best” way to do something and then we try to find an even better way.
Sweat the Details
We stay connected to the details. We don’t settle for “good enough”.
Data Driven
We attempt to measure everything and to use data to make better decisions.
Hire and Develop Exceptional People
We hire unique and diverse talent and invest deeply in their success.
Be an Owner
We think and act on behalf of the entire company, and don’t limit ourselves to our roles or teams.
Aim for the Stars
We dream big, think long term, and create audacious products and services.
Don’t be Afraid to Fail
We don't let fear impact our decisions or actions. If we stumble, we learn, and together we focus on innovating for our customers.
Be Transparent
We believe in information symmetry, openly sharing knowledge with our customers, our partners and each other.
Act with Integrity
We have zero tolerance for unethical people, products, practices or partners.
Be an Empathetic Partner
We value positive, long-lasting relationships. We take time to consider others’ opinions and treat everyone with respect
Constructively Direct
We give and accept feedback that's efficient, compassionate, and transparent. When necessary, we disagree and commit.
Report this job advert
