Mid-Level Real Time Analyst (On-site)

About the Role

We are seeking a Mid-Level Real Time Analyst to join our team in Metro Manila, NCR. This is an on-site position that requires a keen understanding of real-time analytics and workforce management. You will play a crucial role in monitoring operational performance and ensuring adherence to service levels. If you have 1-3 years of experience in contact center operations and are adept at using WFM tools, we want to hear from you.

Responsibilities

• Monitor real-time operational performance against forecast and schedule.
• Track agent adherence and availability across all queues and channels.
• Identify and respond to intraday variances related to volume, staffing, or performance.
• Make real-time adjustments such as skill reassignments and queue balancing.
• Execute intraday reforecasts and communicate risks or opportunities to stakeholders.
• Provide real-time updates and alerts to stakeholders and WFM leadership.
• Recommend immediate actions to mitigate service level impact.
• Maintain accurate intraday reports and logs.
• Prepare EOD/intraday performance summaries.
• Support post-mortem analysis and continuous improvement discussions.
• Ensure adherence to staffing plans and WFM policies.

Requirements

• 1-3 years of experience in Workforce Management or Real Time Analytics.
• Strong understanding of real-time KPIs.
• Hands-on experience with WFM tools like Five9 or ZenDesk.
• Proficiency in Microsoft Excel.
• Strong analytical and problem-solving skills.
• Ability to make quick, data-driven decisions under pressure.
• Excellent verbal and written communication skills.

Benefits

We offer a competitive salary and a supportive work environment. Enjoy work-life balance with weekends off and opportunities for growth. Our benefits include health maintenance organization (HMO) coverage and a clear career path. Join us for a fulfilling career in a dynamic setting. For more information on our company culture, visit our company page.

• 1-3 years of experience in Workforce Management or Real Time Analytics.
• Strong understanding of real-time KPIs.
• Hands-on experience with WFM tools like Five9 or ZenDesk.
• Proficiency in Microsoft Excel.
• Strong analytical and problem-solving skills.
• Ability to make quick, data-driven decisions under pressure.
• Excellent verbal and written communication skills.

• Monitor real-time operational performance against forecast and schedule.
• Track agent adherence and availability across all queues and channels.
• Identify and respond to intraday variances related to volume, staffing, or performance.
• Make real-time adjustments such as skill reassignments and queue balancing.
• Execute intraday reforecasts and communicate risks or opportunities to stakeholders.
• Provide real-time updates and alerts to stakeholders and WFM leadership.
• Recommend immediate actions to mitigate service level impact.
• Maintain accurate intraday reports and logs.