Real Time Analyst - UK Financial Customer Service (Quezon City) | Onsite

• Graduate of Bachelor's Degree

Work Experience

• At least 1 year of contact center experience with at least 1 year of Workforce Management experience
• Recent UK or US banking experience, with any experience under the loan originating process, especially under motor financing is required
• Strong analytical and problem-solving skills
• Advanced proficiency in MS Excel (reporting, data analysis, formulas)
• Experience with any workforce management software for scheduling, performance tracking, reporting
• Strong numerical and data interpretation skills

Key Roles and Responsibilities

• Intraday Management: Monitor live call, chat, and email queues, balancing workloads and adjusting agent skills as traffic spikes or drops.
• Schedule Adherence: Track whether agents are exactly on their scheduled activities (calls, breaks, or lunches) and flag any deviations.
• Reporting: Generate live and end-of-day interval reports, shrinkage data, and root-cause analyses (RCA) on performance gaps.
• Incident Management: Coordinate with operations and IT during system downtimes or emergencies to minimize impact on service levels.