Job title: Real Time Analyst - UK Financial Collections
Account: UK Financial Collections
Work set up: 100% Onsite at Eton Centris, Quezon City
Work shift: Shifting schedules, UK time
Start date: TBD

Qualifications:
• Bachelor's Degree
• 1-2 years' work experience in workforce management in a contact center environment
• 2-4 years overall experience
• Good analytical skills
• Banking industry experience is highly preferred
• Exposure to UK and/or US Banking industry is an advantage
• Excellent in MS Excel & number crunching
• Experience with Workforce Management software (scheduling, performance tracking, reporting)
• Not a job hopper

Key Responsibilities:
• Monitoring call center queues and agent adherence to schedules in real-time.
• Managing intraday staffing and performance to meet Service Level Agreements (SLAs).
• Identifying trends, analyzing call logs, and taking proactive measures to improve efficiency.
• Handling escalations and collaborating with team