Real-Time Analyst Expert

**Qualifications**:1. Must have at least a year of experience in Real-Time Analysis (RTA) or Real-Time Monitoring.2. Must be highly proficient in MS Excel functions, such as, but not limited to mathematical formulas, statistical formulas, creation of Pivot tables, etc.3. Must at least be a B2 in the CEFR (Common European Framework of Reference for Languages).4. Must be willing to work onsite in Iloilo City.**Key Roles and Responsibilities**:- Queue Monitoring. Monitor the volume and its SLAs. Communicate to stakeholders if the SLAs are failing and work with operations to create action plans.- Agent Monitoring. Monitor the activities and statuses of the agents. Ensure that agents follow the schedule and scheduled activities throught out the day.- Monitor ang drive agent will meet their AHT, productivity and utilization.- Prepares intraday reports to assist operations to drive and manage agents' daily productivity and performance.- Manages time off request and shift schedule swaps to improve staffing to align it to current arrival patterns to meet service level agreement.- Handle simple reports such as Attendance reports.- Provide analysis on staffing and SLAs.- Reforecast within the day data.- Offer recommendations for OT/VTO.- Reports and provides estimated solutions for met troubleshoots;- Act as POC, on request;- Offer support in change management for all processes optimizations and tools development.Schedule:- 8 hour shiftAbility to commute/relocate:- Iloilo City, Probinsya sang Iloilo: Reliably commute or planning to relocate before starting work (required)