Job Description

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

• 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.
• 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.
• Schedule Adherence: Monitor agent adherence to schedules and breaks, making real-time adjustments as necessary to maintain productivity while ensuring agent well-being.
• 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.
• Escalation Management: Identify and escalate system outages, technical issues, and any events impacting contact center performance to the appropriate teams for resolution.
• 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.
• Communication: Effectively communicate real-time insights, recommendations, and updates to team members, supervisors, and management to facilitate informed decision-making.
• Proactive Problem Solving: Anticipate and address potential service level challenges and bottlenecks by proactively adjusting agent schedules and resources.
• 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.