Real Time Analyst

Duties and Responsibilities:

Actively manage all queues, track volumes against forecast and identify any contacts at risk of dropping out of serviceTrack Advisor adherence real-time, adjusting breaks and lunches if requiredTrack planned and unplanned investment time, managing expectations for these activities – supporting decision making on go/no go for meetingsAdvise on real-time performance issues – what is impacting performance, what solutions have been put in placeWork with Planning Analysts to highlight hot spots, volume peaks and shift change requirementsSLA reporting – create and distribute performance reports to relevant parties

Competencies/behaviors

 Ability to build and maintain meaningful relationshipsAbility to perform data analysis, identify trends and make informed decisions and recommendationsAbility to work to tight deadlinesAbility to use initiative and intuitionTaking accountability and responsibilityAbility to demonstrate resilience and conflict resolutionAbility to effectively and appropriately challengeStrong influential communication style both written and verbal

IDCSI provides onshore/offshore data processing and other business processes to clients abroad (US and UK). Our onshore project management combined with offshore data processing capabilities enables us to supply fast, accurate, economical data processing services to businesses across the world. IDCSI is affiliated with Direct Data Capture (DDC) which is one of the world’s leading providers of onshore/offshore data processing, scanning and human capital solutions which headquarters are based in New York, Atlanta, Manila, Leyte, Manchester, London, Amsterdam, Cincinnati, Virgin Islands. Since 1989, DDC’s main operational facilities have been located in the Philippines (IDCSI).