- Monitor and analyze real-time call volume, agent availability, and service level performance.
- Collaborate with workforce management to make real-time adjustments to staffing levels based on call volume fluctuations.
- Monitor agent adherence to schedules and breaks, making real-time adjustments as necessary to maintain productivity while ensuring agent well-being.
- Conduct intraday analysis to identify trends, issues, and opportunities. Propose and implement real-time strategies to optimize resources and meet service-level goals.
- Identify and escalate system outages, technical issues, and any events impacting contact center performance to the appropriate teams for resolution.
- Generate real-time and daily reports to track key performance indicators, including call volume, average handle time, and service level attainment. Provide insights and recommendations for improvement based on data analysis.
- Effectively communicate real-time insights, recommendations, and updates to team members, supervisors, and management to facilitate informed decision-making.
- Anticipate and address potential service level challenges and bottlenecks by proactively adjusting agent schedules and resources.
- Maintain accurate records of real-time activities, actions taken, and results achieved. Document any operational changes or escalations.
- High school diploma or equivalent; bachelor's degree in healthcare management or related field is a plus.
- Minimum of 2 years of experience in a real-time analyst role within a multi-site, multi-program BPO ( inbound and outbound). 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.
-
Electrical Engineer Intern
5 araw ang nakalipas
Planate Management Group Philippines, Pilipinas Buong orasPlanate Management Group (PMG) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) headquartered in Alexandria, Virginia, and Orlando, Florida USA with technical support centers in South East Asia and East Africa, that provide program management and facilities engineering ...
-
Field Force Capability Specialist
5 araw ang nakalipas
JTI (Japan Tobacco International) Philippines, Pilipinas Buong orasWe are JTI, Japan Tobacco International, and we are present in 130 countries.We have spent years innovating, creating new and better products for the consumers to choose from. This is our business. But not only.Our business is our people. Their talent. Their potential. We believe ...
-
Project Administrative Assistant
5 araw ang nakalipas
Fluor Corporation Philippines, Pilipinas Buong orasJob Description · This position performs the role of project coordinator position on project. This requires comprehensive knowledge in project documentation, project procedures, and relevant company policies and procedures. · . Assist with major project activities, including sup ...
-
Port Operations Manager
5 araw ang nakalipas
Fluor Corporation Philippines, Pilipinas Buong orasJob Description · Port Operations Manager - U.S. Air Force, Tinian, CNMI · Do you thrive in a fast-paced environment where meticulous planning and execution are key Are you an expert in port operations with experience supporting military logistics If so, this Port Operations Mana ...
-
Global Peace Operations Initiative
5 araw ang nakalipas
SINCERUS Philippines, Pilipinas Buong orasJob Description · Sincerus is seeking a Sr. Staff Trainer for work in various Sub-Saharan African countries partnered with the US State Department's GPOI (Global Peace Operations Initiative) training program. GPOI has absorbed the Africa Contingency Operations Training and Assist ...
-
Project Administrative Assistant
5 araw ang nakalipas
Fluor Corporation Philippines, Pilipinas Buong orasJob Description · This position assists in essential job duties and functions with the overall objective of working in a team environment consistently providing top-quality, technical and administrative support to projects from start-up to close-out, while maintain solid customer ...
-
Supervisor, Document
5 araw ang nakalipas
Fluor Corporation Philippines, Pilipinas Buong orasJob Description · This position predominately supervises other employees and requires the ability to fill any role in PDDM in an efficient manner while maintaining effective communication with Project Client, Engineering Subcontractors, internal taskforce members and field person ...
-
Conflicts Management Coordinator
5 araw ang nakalipas
HCM Nexus Consulting Inc Philippines, Pilipinas Buong orasAbout the job Conflicts Management Coordinator · Degree in Law related course : Legal Management, Political Science, Accounting · At least 1-3 years of relevant experience (CDD, EDD, KYC) · Strong communication skills attention to details · Has reliable internet due to the 2 hou ...
-
Dir I Operations
5 araw ang nakalipas
Carelon Global Solutions Philippines, Pilipinas Buong orasDescription: · The Director of Operations is responsible for planning and monitoring the day-to-day running of business to ensure smooth progress. The Director of Operations is responsible for planning and monitoring the day-to-day running of business ensuring all business object ...
-
Document & Data Mgmt Specialist I
5 araw ang nakalipas
Fluor Corporation Philippines, Pilipinas Buong orasJob Description · This position will provide support for any role in Project Document & Data Management (PDDM) in an efficient manner while maintaining effective communication with Project Client, Engineering Subcontractors, internal taskforce members and field personnel. This po ...
-
Workforce Management Analyst I
5 araw ang nakalipas
iQor (Philippines), Inc. Philippines, Pilipinas Buong orasJob Summary: · Proactively monitors service levels, efficiency and execute plans that will improve service deficiencies as they relate to volume, average handle time or forecast. Must have knowledge of what is taking place in the business the day before the event occurs, such as ...
-
Sr Document
5 araw ang nakalipas
Fluor Corporation Philippines, Pilipinas Buong orasJob Description · Under general project supervision, this position assists with the planning and coordination of Project Document & Data Management (PDDM) project responsibilities including support of task force objectives and project milestones. This position will provide suppor ...
-
Paralegal
5 araw ang nakalipas
EMAPTA Philippines, Pilipinas Buong orasJob Description · Elevate Your Career in Law: Join a Multicultural Legal Force · Join forces with a legal trailblazer - our client, Littles Lawyers. With a legacy dating back to 2003, Littles has evolved into an industry leader, redefining the landscape of compensation law in Aus ...
-
Logistics Manager
5 araw ang nakalipas
Fluor Corporation Philippines, Pilipinas Buong orasJob Description · JOB SUMMARY · Lead complex logistics for Pacific Island deliveries and thrive in a collaborative environment · We seek a seasoned Logistics Manager to oversee our CNMI (Commonwealth of the Northern Mariana Islands) operations, focusing on delivering commodities ...
-
Quality Manager
5 araw ang nakalipas
V2X Inc Philippines, Pilipinas Buong orasOverview · This position is physically located in the Philippines in support of LOGCAP*** · Under the supervision of the PMO Quality Senior Manager, the Quality Manager is responsible to provide a Total Quality Management System that anticipates & resolves potential quality prob ...
-
Sales and Marketing Manager
5 araw ang nakalipas
NEW MARKETLINK PHARMACEUTICAL CORPORATION Philippines, Pilipinas Buong orasResponsibilities: · Oversees the sales and marketing functions of the business unit · Leads the team in achievement of sales targets and prescription growth · Develops and implements comprehensive marketing strategies to enhance brand positioning and promotes products effectively ...
-
Web Operations Manager
5 araw ang nakalipas
BDO Unibank Philippines, Pilipinas Buong orasCompany Description · BDO Unibank is a full-service universal bank in the Philippines with a complete array of industry-leading products and services. Its strengths and value-added products and services hold the key to its successful business relationships with customers, with br ...
-
Project Architect
5 araw ang nakalipas
Rotaflex Construction and Development Corporation Philippines, Pilipinas Buong orasI. General /Primary Purpose · The position is primarily responsible for the monitoring, design and planning of of a project, closely coordinates with the Documentation Engineer, Project Engineer and top management for costing, estimation and forecasting of project budgets, provid ...
-
Quality Analyst
1 linggo ang nakalipas
iQor (Philippines), Inc. Philippines, Pilipinas Buong orasJob Summary: · Monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Provides feedback to improve performance and develops training programs · Responsibilities: · Analyzes and audits c ...
-
Business Development Associate
4 araw ang nakalipas
Squadzip Philippines, Pilipinas Buong orasWe are looking for ambassadors to evangelize the idea that productive work can be done from anywhere Right now businesses are spending billions on larger than necessary workspaces. The pandemic has forced businesses to consider work-from-home arrangements, but businesses are stru ...
Real Time Analyst, Work Force Management - Philippines, Pilipinas - Carenet Health
5 araw ang nakalipas
Paglalarawan
We are currently seeking a highly motivated and detail-oriented individual to join our team as a Real-Time Analyst.As a Real-Time Analyst, you will be a vital part of our operations, ensuring the seamless and efficient delivery of healthcare support services. You will collaborate with diverse teams to monitor real-time performance metrics, optimize staffing levels, and contribute to an enhanced customer experience. The ideal candidate will possess a strong analytical mindset, excellent communication skills, and a genuine passion for providing high-quality healthcare service.
Work Set Up and Schedule: Makati, hybrid | Shifting schedule
At Carenet Health, we're relentlessly focused on delivering clinically driven, consumer-centric engagement solutions rooted in powerful, one-on-one connections. One in five (65 million) Americans has access to our services, and we connect with 70,000 consumers daily about their health and wellness, coverage and benefits, care coordination and more.
Responsibilities
SOME OF WHAT YOU WILL DO:
We're searching for the market's strongest candidate to join our group of innovators, collaborators, and builders in pioneering the next phase of Carenet's place in healthcare history. If this sounds like you, we need to connect
More About Carenet Health
Carenet Health delivers multi-dimensional value to healthcare organizations in areas such as revenue optimization, cost containment and consumer experience. Our clients choose us—and stay with us for an average of seven years or more—because of our clinical expertise and our experience creating meaningful connections that deliver impact and ROI.
Our solutions include multi-channel consumer engagement programs that support quality and satisfaction performance metrics, as well as on-demand clinical engagement and telehealth services that improve care and lower costs. Intelligent contact strategies, empathy-focused interactions, high-touch navigation assistance and best-in-class partners are a few of the key factors in our success.
Learn more at