(1373) Real Time Analyst

**About Us**
It's simple, we prosper by putting people ahead of profits. Point blank.
We created Helpware because we saw a need to change the way business is done in our world of outsourcing. We believe employee satisfaction doesn't need to be compromised in order to deliver the best quality to our clients. In fact, we discovered that enhancing our employee experience is exactly how we provide high-class service to our powerhouse clients. Helpware is a better kind of outsourcing, one centered around People.
**So, why Helpware?**
Let's start with the facts. In the past year, our team has grown 4 times in size across the globe and increased company revenue exponentially. That's not by coincidence. People are our single greatest commodity, which is why we are careful who is let into our world of Helpers. We are currently in search of a Real Time Analyst to push the boundaries and join our team of hard-working, driven individuals. If you value hard work, driving change, and contributing to something greater than yourself, check out the details below and apply

**Position Overview**:
Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.

**Primary Responsibilities**:

- Updates and processes data for real-time performance analysis.
- Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.
- Manages and monitors the queue for the Operations account against the attainment of passing service levels. Keenly observes the queue and proactively responds with action plans for the account's activities by continually communicating with Team Captains and
- Operations Management.
- Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers.
- Escalates relevant information on account performance to Management and ensures proper document on major incidents.
- Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts.
- Provides information on key issues and challenges in attaining service levels, and devises necessary responses to resolve such matters.
- Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management.
- Conducts training for new hires, or as required for Operations.

**Qualifications**:

- 80%English level
- Previous experience in data entry will be a huge plus.
- Highly organized, displays time management skills.
- Ability to learn fast and to perform in a dynamic environment.
- Must possess effective organizational and time management skills,
- Strong leadership skills Amenable to work on the night shift/shifting schedule,
- Solutions minded and results oriented Excellent working ethics,

**Work Environment**:
As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is
our commitment to our people. We are committed to providing continuous employment to people, most
especially to the ones severely affected by this pandemic. Our policy is our people first, and as such it is our goal
to keep our employees safe during these uncertain times.
To maintain a safe work environment at all our locations, we are continuing to take these safety measures on-site:

- Mandatory use of Personal Protective Equipment
- Sanitizing, disinfecting, or cleaning procedures in place
- Social distancing guidelines in place
- Divided work stations
- Remote interview process
- Virtual meetings