Realtime Analyst
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Before you apply
LocationUNAVAILABLE, UNAVAILABLE, PH
Work modeon-site
Typefull-time
SeniorityMid
Experience2+ yrs
DepartmentOperations
Company size501–1,000 people
PostedOct 26, 2026 · 1w ago
Verified live3d ago
At a glanceSummarised by Seekless from the posting.
High school diploma or equivalent
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 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
Bachelor's degree in healthcare management or related field
Experience in a medical center or healthcare environment
Experience with healthcare-specific call center software
Ability to work hybrid environment
Skills
workforce management software
Overview
SET UP: 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 and Duties
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Real-Time Monitoring: 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.
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Staffing Optimization: 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.
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Schedule Adherence: Monitor agent adherence to schedules and breaks, making real-time adjustments as necessary to maintain productivity while ensuring agent well-being.
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Intraday Analysis: Conduct intraday analysis to identify trends, issues, and opportunities. Propose and implement real-time strategies to optimize resources and meet service level goals.
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Escalation Management: Identify and escalate system outages, technical issues, and any events impacting contact center performance to the appropriate teams for resolution.
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Data Reporting: 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.
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Communication: Effectively communicate real-time insights, recommendations, and updates to team members, supervisors, and management to facilitate informed decision-making.
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Proactive Problem Solving: Anticipate and address potential service level challenges and bottlenecks by proactively adjusting agent schedules and resources.
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Documentation: Maintain accurate records of real-time activities, actions taken, and results achieved. Document any operational changes or escalations.
Qualifications
•
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. Experience in a medical center or healthcare environment is a plus.
•
Proficiency in workforce management software and tools. Experience with healthcare-specific call center software is a plus.
•
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.