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Real Time Analyst - UK Financial Customer Service (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

Skills

Intraday Management, Schedule Adherence, Reporting, Incident Management, MS Excel, Workforce Management Software, Data Analysis, Numerical Interpretation, Problem Solving, Analytical Skills

Industry

Staffing and Recruiting

Description

Start Date: ASAP Type of Support: Voice Work Arrangement: 100% Onsite ( Quezon City) Nature of the Account: UK Financial Customer Service Shift Schedule | Restdays: Shifting schedules, UK time Educational Requirement: Graduate of Bachelor's Degree Work Experience: At least 1 year of contact center experience with at least 1 year of Workforce Management experience Recent UK or US banking experience, with any experience under the loan originating process, especially under motor financing is required Strong analytical and problem-solving skills Advanced proficiency in MS Excel (reporting, data analysis, formulas) Experience with any workforce management software for scheduling, performance tracking, reporting Strong numerical and data interpretation skills 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 intraday management by monitoring live queues and adjusting agent skills to balance workloads. It also involves tracking schedule adherence and generating performance reports and root-cause analyses.