Overview
Carenet is looking for additional REAL-TIME ANALYST!
Eligibility: Filipino Citizens only
Work Set up: Onsite - Makati Circuit
Schedule: Core business hours is 9pm - 6am PHT but must be amenable to shifting schedule
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
- Monitors and analyzes real-time call volume, agent availability, schedule adherence, and service level performance to ensure operational targets are met.
- Collaborates with Workforce Management teams to optimize staffing and implement intraday adjustments based on call volume fluctuations.
- Conducts intraday analysis to identify trends, operational issues, and opportunities for process improvement.
- Proactively addresses service level risks and bottlenecks by adjusting schedules and resource allocation in real time.
- Escalates system outages, technical issues, and operational disruptions to the appropriate support teams for resolution.
- Generates real-time and daily performance reports covering key metrics such as call volume, average handle time, and service level attainment.
- Provides data-driven insights and recommendations to improve contact center efficiency and performance.
- Communicates operational updates, recommendations, and real-time insights effectively with team members, supervisors, and management.
- Maintains accurate documentation of real-time activities, operational changes, escalations, and actions taken.
Qualifications
Bachelor's degree in healthcare management or a related field is a plus.
At least 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.
