Job Description:

Title: Real-Time Analyst

Manager: Workforce Supervisor

Department: Customer Success - WFM

Summary: 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: List any education requirements, prior experience, knowledge, skills or abilities.

• 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 night shift

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