Philippines Jobs Real Time Analyst Position at Outsourced Doers

The purpose of the Real Time Analyst (RTA) position is to maximise capacity and productivity of Doers by monitoring Doer daily attendance, tardiness, and productivity in accordance with targets and business determined processes, and intervening as quickly as possible via outbound calls, email, tickets and other communication channels to correct poor Doer behaviour (Doers who are failing to meet their work requirements).

The key areas of focus are related to production capacity:

• Police absenteeism/attendance, tardiness and productivity by direct intervention through outbound phone calls, emails and chats to get the Doer to resume service as quickly as possible.
• Issuance of Incident Reports (IRs) and Warnings based on the Outsourced Doers Disciplinary Chart
• Provide client updates relating to Doer capacity via email or other chat-like tools.
• Doer detail updates related to productivity monitoring software (such as ActivTrak or any other productivity/scheduling related software/application).
• Updates related to the Doers status and assignments in any other applications, such as but not limited to Sprout
• Execution of assigned tickets/tasks
• Monitoring and notifying of Workforce impacts due external outages and severe weather conditions.

Knowledge:

• Proficient and advanced knowledge in the following:
  • Back office tools such as but not limited to Zoho, Freshdesk, Zendesk, and similar applications
  • Microsoft Office, Spreadsheet, Word, Excel, Google Sheets.

Skills:

• Assertive and able to drive behavioural improvements
• Process Driven and team oriented
• Outstanding organisational and time management skills
• Excellent Analytical Skills and attention to detail
• Highly numerate with real ability to manipulate numerical data
• Solid problem-solving
• Change Management
• Initiative and ability to offer new ideas
• Ability to share knowledge, confident talking and presenting in public, in an engaging and informative style

Experience/Education:

• 3+ years of experience in workforce, preferably with a BPO company with over 1,00 employees
• Demonstrated experience in driving a stakeholder to change a behaviour (such as Outbound Credit Card Collections) setting is highly valued.

• Demonstrated experience in using monitoring software to drive productivity, such as but not limited to ActivTrak, TimeDoctor, TeraMind, etc.
• Demonstrated experience in using ticketing software such as Zoho, FreshDesk, ZenDesk, or similar

• Must be highly-proficient on computers, Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems).
• Technical and Software experience required.
• Experience in a fast-paced work environment