Realtime Analyst

100% ON-SITE IN CIRCUIT MAKATI SHIFT: 9PM - 6AM, M-F As a Real-Time Analyst, you will play a pivotal role in ensuring the efficient and effective operation of our healthcare support services. You will work collaboratively with various teams to monitor real-time performance metrics, optimize staffing levels, and ensure a seamless customer experience. The ideal candidate will have a strong analytical mindset, excellent communication skills, and a passion for delivering high-quality healthcare services.

Responsibilities

• Continuously monitor and analyze real-time call volume, agent availability, and service level performance.
• Take immediate action to address service level deviations and ensure adherence to established metrics.
• Collaborate with workforce management to make real-time adjustments to staffing levels based on call volume fluctuations.
• Implement strategies to ensure that service levels are consistently met.
• Monitor agent adherence to schedules and breaks, making real-time adjustments as necessary to maintain productivity while ensuring agent well-being.
• Conduct intraday analysis to identify trends, issues, and opportunities.
• Propose and implement real-time strategies to optimize resources and meet service level goals.
• Identify and escalate system outages, technical issues, and any events impacting contact center performance to the appropriate teams for resolution.
• Generate real-time and daily reports to track key performance indicators, including call volume, average handle time, and service level attainment.
• Provide insights and recommendations for improvement based on data analysis.
• Effectively communicate real-time insights, recommendations, and updates to team members, supervisors, and management to facilitate informed decision-making.
• Anticipate and address potential service level challenges and bottlenecks by proactively adjusting agent schedules and resources.
• Maintain accurate records of real-time activities, actions taken, and results achieved.
• Document any operational changes or escalations.

Requirements

• High school diploma or equivalent; bachelor's degree in healthcare management or related field is a plus.
• Minimum of 2 years of experience in a real-time analyst role within a multi-site, multi-program BPO.
• Proficiency in workforce management software and tools.
• Strong analytical and problem-solving abilities with the capacity to interpret data and make data-driven decisions.
• Excellent verbal and written communication skills.
• Ability to convey complex information clearly and concisely.
• Ability to work collaboratively in a fast-paced and dynamic healthcare environment.
• Flexibility to adapt to changing call volume and staffing needs in real time.
• A meticulous mindset with a focus on accuracy and precision.
• A commitment to providing the highest quality healthcare support services to patients and clients.
• Ability to work hybrid environment.

Preferred

• Experience in a medical center or healthcare environment is a plus.
• Experience with healthcare-specific call center software is a plus.