RealTime Analyst

Carenet is looking for additional REAL-TIME ANALYST! 

Eligibility: Filipino Citizens 

Work Set up: Onsite - Makati Circuit

Schedule: Core business hours is 9pm - 6am PHT, but must be amenable to shifting schedule

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.

• →Monitors and analyzes real-time call volume, agent availability, schedule adherence, and service level performance to ensure operational targets are met.
• →Collaborates with Workforce Management teams to optimize staffing and implement intraday adjustments based on call volume fluctuations.
• →Conducts intraday analysis to identify trends, operational issues, and opportunities for process improvement.
• →Proactively addresses service level risks and bottlenecks by adjusting schedules and resource allocation in real time.
• →Escalates system outages, technical issues, and operational disruptions to the appropriate support teams for resolution.
• →Generates real-time and daily performance reports covering key metrics such as call volume, average handle time, and service level attainment.
• →Provides data-driven insights and recommendations to improve contact center efficiency and performance.
• →Communicates operational updates, recommendations, and real-time insights effectively with team members, supervisors, and management.
• →Maintains accurate documentation of real-time activities, operational changes, escalations, and actions taken.