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Real Time Analyst - UK Financial Collections (Quezon City) | Onsite at Tasq Staffing Solutions, Inc.
Quezon City, Metro Manila, Philippines -
Full Time

Start Date

Immediate

Expiry Date

09 Sep, 26

Salary

0.0

Posted On

11 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Intraday Management, Schedule Adherence, Reporting, Incident Management, MS Excel, Number Crunching, Workforce Management Software, Analytical Skills, Performance Tracking, Root-Cause Analysis

Industry

Staffing and Recruiting

Description
Start Date: ASAP Type of Support: Voice Work Arrangement: 100% Onsite ( Quezon City) Nature of the Account: UK Financial Collections Shift Schedule | Restdays: Shifting schedules, UK time Educational Requirement: Graduate of Bachelor's Degree Work Experience: At least 1 year of work experience in workforce management in a contact center environment At least 2 years overall experience in an equivalent role supporting a UK banking/financial institution Banking industry experience is highly preferred Exposure required Good analytical skills Excellent in MS Excel & number crunching Experience with Workforce Management software (scheduling, performance tracking, reporting) Key Roles and Responsibilities: Intraday Management: Monitor live call, chat, and email queues, balancing workloads and adjusting agent skills as traffic spikes or drops. Schedule Adherence: Track whether agents are exactly on their scheduled activities (calls, breaks, or lunches) and flag any deviations. Reporting: Generate live and end-of-day interval reports, shrinkage data, and root-cause analyses (RCA) on performance gaps. Incident Management: Coordinate with operations and IT during system downtimes or emergencies to minimize impact on service levels.
Responsibilities
The role focuses on monitoring live queues and managing agent adherence to schedules to balance workloads. It also involves generating performance reports and coordinating with IT during system incidents to maintain service levels.