Real Time Analyst (Wfm)

JOB DESCRIPTION

Real-Time Analyst - Contact Center

About the Role:

We are seeking a highly motivated and experienced Real-Time Analyst to join our team supporting our contact center. This critical role will be responsible for ensuring optimal performance and efficiency within our contact center operations by providing real-time monitoring, analysis, and recommendations for workforce management. The ideal candidate will possess a strong understanding of contact center dynamics, workforce management principles, and the unique demands of the healthcare industry.

Responsibilities:

• Real-time Monitoring & Analysis: Continuously monitor key performance indicators (KPIs) such as service level, average handle time, abandonment rate, and agent occupancy across multiple channels (phone, email, chat, etc.). Identify trends, anomalies, and potential issues impacting performance.
• Workforce Management (WFM) Support: Provide real-time adjustments to schedules, staffing levels, and agent activities to optimize performance and meet service level objectives. Collaborate with WFM schedulers and planners to ensure accurate forecasting and scheduling.
• Performance Reporting & Communication: Generate real-time reports and dashboards to visualize performance trends and communicate key findings to stakeholders, including operations managers, team leads, and client representatives. Proactively communicate potential issues and recommend solutions.
• Problem Solving & Escalation: Identify and troubleshoot real-time performance issues, escalating complex problems to appropriate teams as needed. Develop and implement contingency plans to mitigate service disruptions.
• Process Improvement: Identify opportunities to improve real-time monitoring processes, reporting methodologies, and overall workforce management strategies. Contribute to the development and implementation of best practices.
• Collaboration & Communication: Work closely with operations managers, team leads, IT support, and other stakeholders to ensure seamless communication and coordination. Foster a collaborative and supportive team environment.
• Mentoring & Training: Utilize previous experience in mentoring and training to guide and support team members. Provide training and performance feedback to help develop team skills and ensure adherence to best practices and company policies.

Qualifications:

• Bachelor's degree in a related field (e.g., Business Administration, Statistics, Mathematics) preferred.
• 3+ years of experience as a Real-Time Analyst, preferably in a BPO/contact center environment.
• Proven experience in mentoring and training team members.
• Proven experience with workforce management (WFM) software (e.g., IEX, Aspect, Calabrio).
• Strong analytical and problem-solving skills, with the ability to interpret data and identify trends.
• Excellent communication and interpersonal skills, with the ability to effectively communicate with stakeholders at all levels.
  
• Knowledge of contact center metrics and KPIs.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong attention to detail and accuracy.

Other Requirements:

• Preferred experience in the Call Center BPO industry
• Proficiency in Microsoft Excel and other data analysis tools.
• Amenable to work nightshift
• Willing to work in Makati
• Can start ASAP. This is an urgent hiring need!

Why Join Us?

• Be part of a forward-thinking organization that values innovation, integrity, and employee engagement.

• Work in a collaborative and dynamic environment with opportunities for growth and impact.

• Competitive compensation and benefits package tailored to industry standards.

COMPANY OVERVIEW:

Imagenet is a leading provider of back-office support technology and tech-enabled outsourced services to healthcare plans nationwide. Imagenet provides claims processing services, including digital transformation, claims adjudication and member and provider engagement services, acting as a mission-critical partner to these plans in enhancing engagement and satisfaction with plans’ members and providers.

The company currently serves over 70 health plans, acting as a mission-critical partner to these plans in enhancing overall care, engagement and satisfaction with plans’ members and providers. The company processes millions of claims and multiples of related structured and unstructured data elements within these claims annually. The company has also developed an innovative workflow technology platform, JetStreamTM, to help with traceability, governance, and automation of claims operations for its clients.

Imagenet is headquartered in Tampa, operates 10 regional offices throughout the U.S. and has a wholly owned global delivery center in the Philippines.