Real Time Analyst

Job Title: Real Time Analyst (RTA)

Department: Workforce Management (WFM) / Operations

Reports To: WFM Manager / Operations Manager

Location: Alabang (On-site), Muntinlupa City, Metro Manila, Philippines

About Pinnacle Intelligence:

Pinnacle Intelligence is at the forefront of transforming the automotive retail industry. We provide AI-powered, sustainable, and scalable digital solutions that engage customers, accelerate sales growth, and elevate the auto retail value chain. Our mission is to revolutionize the automotive retail industry through intelligent technology, unlocking dealerships' full potential and setting new standards of efficiency, profitability, and market leadership. We are dedicated to powering the future of auto retail with AI, Data, and Automation, driven by intelligence at every turn.

Position Summary:

The Real Time Analyst (RTA) at Pinnacle Intelligence plays a critical role in the immediate optimization and performance management of our BPO operations. This position is responsible for real-time monitoring of contact center activities, ensuring optimal staffing, proactive intervention to maintain service levels, and immediate adjustments to maximize efficiency and achieve key performance indicators (KPIs). The RTA acts as a central hub for operational visibility, providing real-time insights and support to Team Managers and leadership to ensure seamless service delivery for our automotive retail clients.

Key Responsibilities:

1. Real-time Performance Monitoring & Management:

• Continuously monitor inbound call queues and outbound activities for all car dealerships.
• Track real-time contact center performance metrics including Service Level (SL), Average Handle Time (AHT), Occupancy, Adherence, Call Volume, Agent States, and queue performance.
• Proactively identify and address deviations from service level targets and other operational KPIs.
• Monitor outbound activities to track productivity and ensure service levels are met for internet leads.

2. Proactive Intervention & Adjustment:

• Implement immediate tactical adjustments to staffing based on real-time needs, such as managing agent skill sets, adjusting break and lunch schedules, and optimizing off-phone activities.
• Oversee scheduling and ensure agent break adherence.
• Respond swiftly to unexpected events like spikes in call volume, system outages, or staffing shortages to minimize operational impact.

3. Communication & Collaboration:

• Provide real-time communication and alerts to Operations Managers and Team Managers regarding critical performance trends, service level risks, and operational issues.
• Collaborate closely with Workforce Management (WFM) and Operations leadership to ensure alignment on real-time strategies and longer-term forecasting.
• Assist in conveying operational directives and changes to frontline teams as needed.

4. Data Integrity & Reporting:

• Ensure the accuracy and integrity of data within WFM systems, dashboards, and real-time reports.
• Create interval reports to measure productivity and adherence, and generate daily performance summaries.
• Document operational incidents, system alerts, and actions taken for historical tracking and post-mortem analysis.

5. Operational Support:

• Perform voicemail monitoring and handle callbacks for missed appointments as required to support overall operational efficiency.
• Support productivity within various departments, including accounting, by monitoring relevant activities.
• Assist in ensuring that planned agent schedules are executed efficiently in real-time.

Skills & Qualifications:

Required:

• Experience: Minimum 2 years of experience as a Real Time Analyst (RTA) in a Business Process Outsourcing (BPO) or contact center environment.
• Workforce Management (WFM) Software: Proven proficiency in using WFM tools (e.g., Aspect, Verint, Genesys, NICE, Five9, or similar) for real-time monitoring and reporting.
• Technical Proficiency: Advanced proficiency in Microsoft Excel for data manipulation and reporting.
• Contact Center Tools: Experience with communication platforms like RingCentral and other contact center technologies.
• Analytical Skills: Strong ability to interpret real-time data, identify trends, make quick, data-driven decisions under pressure, and design performance scorecards.
• Communication: Excellent verbal and written communication skills for real-time alerts, updates, and clear instruction.
• Problem-Solving: Strong ability to quickly diagnose operational issues and implement effective tactical solutions.
• Attention to Detail: Meticulous in monitoring data, agent states, and ensuring accuracy in reporting.
• Understanding of BPO Metrics: Solid comprehension of contact center KPIs such as Service Level, AHT, Occupancy, Adherence, Shrinkage, etc.
• Cross-Functional Acumen: Ability to collaborate effectively with various teams (Operations, Scheduling, Training, Quality) to ensure smooth operations.

Preferred:

• Experience in a BPO supporting clients in the automotive retail industry.
• Basic knowledge of scheduling principles.
• Familiarity with Power BI or other dashboarding tools.

Why Join Pinnacle Intelligence?

Pinnacle Intelligence offers a unique opportunity to directly impact our operational efficiency and client success by ensuring optimal performance in real-time. You will be at the heart of our operations, utilizing cutting-edge tools and making immediate, impactful decisions. If you are a sharp, analytical, and proactive RTA eager to thrive in a dynamic, data-driven BPO environment, we encourage you to apply!