Hubert - Real Time Analyst at Remitly S.A

Expert in monitoring and optimizing operations in real-time to enhance service delivery.

Proficient in analyzing operational data to identify trends and drive strategic decisions.

Skilled in developing workforce schedules to ensure optimal resource allocation.

Experienced in creating insightful reports that support data-driven decision-making.

Monitored real-time operations and managed exceptions to ensure service levels and operational efficiency in a high-volume environment.. Analyzed intraday performance (volume vs. forecast) to identify deviations and recommend data-driven staffing adjustments.. Tracked and reported key KPIs such as service level, attendance, AHT, and schedule efficiency for continuous improvement.. Developed and maintained reports to identify trends, anomalies, and performance gaps.. Collaborated with Operations, IT, and support teams to escalate and resolve service-impacting issues.. Utilized workforce management tools (e.g., IEX) to oversee call flow, staffing, and real-time performance.. Investigated discrepancies and ensured accurate data tracking through proper exception management.. Supported forecasting and capacity planning by analyzing historical and real-time data trends.. Identified process improvement opportunities to optimize efficiency, occupancy, and service delivery.. Managed critical incidents and supported business continuity through structured escalation processes.

Analyzed real-time and historical operational data to identify trends, performance gaps, and improvement opportunities.. Developed and delivered reports and dashboards to support data-driven decision-making across operations.. Monitored key performance indicators (KPIs) and provided actionable insights to improve service levels and efficiency.. Utilized workforce management and reporting tools to extract, interpret, and present data effectively.. Collaborated with cross-functional teams to translate business needs into data insights and actionable strategies.. Identified patterns in volume, staffing, and performance to support forecasting and capacity planning.. Automated and optimized reporting processes to improve accuracy and reduce manual effort.. Provided real-time and post-analysis insights to support operational and strategic planning.. Monitored transactions and identified suspicious activity, including account takeovers, fraud patterns, and AML risks.. Conducted risk assessments and made data-driven decisions to mitigate fraud while maintaining a seamless customer experience.. Reviewed and verified customer information, ensuring compliance with KYC, regulatory requirements, and sanctions screening.. Communicated with customers and financial institutions to validate transactions and resolve complex cases.. Handled escalations and risk reviews, providing timely and accurate resolutions in high-pressure environments.. Documented investigations, findings, and actions taken, ensuring accuracy and compliance with internal processes.. Collaborated with cross-functional teams (Customer Support, Risk Operations) to improve workflows and case resolution.. Analyzed trends and patterns to proactively identify emerging risks and recommend process improvements.