Real-Time Analyst - Philippines (4645)

As a Real-Time Analyst at ModSquad, your core responsibilities include monitoring real-time adherence and managing queue operations. You’ll conduct productivity checks to ensure that staffing aligns with forecasted customer contacts, manage reports, and analyze key metrics to maintain service level agreements. Additionally, you’ll be responsible for the accuracy of the Workday database and managing tool access, all while assisting in multiple projects simultaneously.

To qualify for the Real-Time Analyst position at ModSquad, candidates should have strong analytical skills and relevant experience in workforce management or real-time analytics. Proficiency in Microsoft Excel and technical troubleshooting related to web tools such as Zendesk is highly beneficial. You should also possess the ability to multitask and communicate effectively, demonstrating a professional demeanor in customer interactions.

Important skills for a Real-Time Analyst at ModSquad include strong analytical abilities to interpret data and identify trends, technical proficiency with various tools, and excellent communication skills. The role also requires attention to detail, the ability to work proactively, and the capacity to thrive in a constantly changing environment, managing multiple tasks and projects with ease.

ModSquad operates primarily as a remote company, which allows Real-Time Analysts to work from anywhere in the Philippines. You’ll have the opportunity to collaborate with your team through various communication tools while managing your responsibilities from the comfort of your home, balancing work-life effectively while delivering exceptional results!

During the interview process for the Real-Time Analyst position at ModSquad, you can expect discussions focused on your analytical skill set, technical experience, and ability to manage customer interactions. We may also explore your problem-solving capabilities through situational questions. This is an opportunity for you to showcase how you can support our team's objectives in real-time operations.

In answering this question, focus on specific tools you've used and the impact of your analytics work. Mention how your skills contributed to meeting service level agreements and any projects where you identified trends to improve efficiency.

To effectively answer, share your method for task prioritization, maybe using a system like Eisenhower Matrix or an example that illustrates your effectiveness in managing time and resources under pressure.

Discuss specific tools, such as Zendesk or Workday, detailing your level of expertise and how you utilized these tools to enhance operational efficiency or manage workforce schedules.

Share techniques you use to cope with stress, such as prioritization techniques, your routine for staying organized, or examples of how you successfully managed stress in previous roles.

Narrate a specific scenario and emphasize your communication strategies, showcasing empathy and resolution skills. Highlight how the situation was positively resolved and the lessons learned.

Explain your method for data verification and systems you implement to check for accuracy. Discuss how meticulous data management impacts strategic decision-making.

Discuss specific actions you take to anticipate needs or issues before they arise. Provide examples of how being proactive benefited the team or improved service levels.

Elaborate on the importance of teamwork in your professional experience, emphasizing collaboration, communication skills and how you supported colleagues in achieving shared goals.

Mention methods you employ to stay updated, such as following industry blogs, participating in webinars, or engaging with professional communities that focus on real-time analytics and customer support technology.

Share your passion for customer service and analytics, emphasizing your admiration for ModSquad's innovative approach to the customer experience and your excitement about working with various global brands.