Real Time Analyst (RTA) - BPO

Pasay, National Capital Region
Posted 3 days ago
Logo RSD Human Resources Management Consultancy
Company:
RSD Human Resources Management Consultancy
Company Description:
Recruitment Solutions Department is a registered Recruitment Company in the Philippines, providing virtual Resourcing and Recruitment services, and is composed of recruitment freelancers with solid experience in the field of staffing; volume hiring, executive search, and consultancy. We aim to help our clients in meeting their manpower needs without hurting their financial resources, productivity, and most especially their short and long-term targets. ​Ultimately, we help seekers land a job and start creating their careers with our partners. ​ The team started in the year 2017 and is currently supporting several BPO and non-BPO companies in the Philippines.
Contract Type:
Freelance
Experience Required:
No Experience
Education Level:
Bachelor’s Degree
Number of vacancies:
20

Job Description

A Real-Time Analyst (RTA), like in many companies, focuses on monitoring and analyzing real-time data to optimize operational efficiency and service levels. They typically work in call centers, customer service, or other workforce management settings, analyzing metrics like call volume, agent availability, and adherence to schedules. Their main goal is to ensure that service level agreements (SLAs) are met by managing staffing levels and other resources in real-time.

Here's a more detailed breakdown of what a Real-Time Analyst might do:

Key Responsibilities:

Monitoring and Analysis:
RTAs continuously track real-time data related to call volume, agent status, and workload distribution.

Adherence to Schedules:
They ensure agents are adhering to their scheduled breaks, lunch periods, and other activities.

Service Level Agreement (SLA) Management:
They play a critical role in ensuring that SLAs are met by adjusting staffing levels and other resources in real-time.

Reporting:
RTAs generate daily, weekly, and monthly reports on key performance indicators (KPIs) and trends.

Process Improvement:
They analyze data to identify areas for process improvement and generate ideas for optimizing operations.

Collaboration:
RTAs work closely with the operations team to ensure efficient and effective service delivery.
Salary:
₱32,000.00 Monthly