Real Time Analyst
Remitly
Manila
6d ago

Remitly’s vision is to become the world's most customer focused payments company enabling remittances across international borders.

Currently, Remitly offers an easy, affordable and safe way to transfer money to the Philippines, India and Mexico. We are rapidly growing and need people like you who share this vision to help us accomplish our lofty goals.

Job Summary

The Real-Time Analyst (RTA) is responsible for real time monitoring, tracking, documenting, 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.

Responsibilities

Intraday Management of Resources

  • 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.
  • Tracking attrition, absenteeism, and unproductive hours
  • Planning and scheduling off-production events (e.g. training, meeting, etc.)
  • Reports & Analysis

  • 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.
  • Act as Point of Contact (POC)

  • First POC for any escalations, outages, system issues or any other production impacting situations.
  • Coordinate and collaborate with Operations, IT, HR and other departments to ensure smooth functioning of the production environment.
  • Recommend procedural and operational guideline changes to improve communications and operational efficiency.
  • Qualifications

  • Candidate must possess at least a Bachelor's / College Degree (preferably in Mathematics, Statistics, Computer Science, Engineering or related field).
  • At least 2 years experience on the job role (preferably in a multi-channel contact center environment)
  • Ability to understand, manage and report metrics like Service Level, Occupancy, Utilization, Staffing etc.
  • Ability to work with statistical models involving Erlang-C. Expected to apply these to practical staffing situations.
  • Must demonstrate quick thinking, decisiveness, and problem solving skills.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be assertive and proactive in solving staffing problems.
  • Good verbal and written communication skills. Ability to communicate in a clear and concise manner.
  • Ability to perform multiple tasks with attention to detail in a fast-paced and shifting priority environment.
  • Must be proficient in MS Excel; SQL proficiency is a plus
  • Experience working with tools like InContact, Desk, or Olark is a plus
  • Schedule flexibility
  • Apply
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