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Real Time Analyst



Manila, Philippines
Posted on Monday, May 13, 2024

Job Description:

Remitly’s vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.

About the Role:

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. For this role, you will be reporting directly to the Workforce Supervisor

You Will:

  • Real-time monitoring of all queues, making adjustments to task allocations guided 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 regarding thresholds set for ACW, Hold Time, ATTR, ASA.
  • Maintain hourly, intraday/end-of-day, weekly, and monthly reports while ensuring accuracy of data.
  • Analyze real-time volume trends and make staffing adjustments to ensure service level and productivity/efficiency goals are met.
  • Collaborate with Operations, IT, HR and other departments to ensure the smooth functioning of the production environment.

You Have:

  • 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 metrics
  • 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
  • Operate effectively in a team environment
  • Experience in handling Voice Chat and Back office Support
  • Teleopti, Amazon connect and/or SQL is a plus but not required

Our Benefits:

  • Rice Allowance
  • Transportation Allowance
  • Paid Vacation
  • Medical, Dental & Vision
  • Accident and Life Insurance
  • Employee Stock Purchase Plan (ESPP)
  • Mental Health & Family Forming Benefits

We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman’s potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.