Real Time Analyst

2 weeks ago

Quezon City, Philippines GlowTouch Technologies Full time

Overview UnifyCX is looking for an extraordinary Real Time Analyst to join our motivated and ambitious team. Role: Real Time Analyst Work Location/Setup: Philippines | On-Site Shift Schedule: 5-day work week | Graveyard What Will You Do? As the Real Time Analyst, you are responsible for monitoring live call center operations to ensure optimal staffing, schedule adherence, and service levels throughout the day. You track agent activity, manage skilling and breaks, respond to spikes in volume, and coordinate with operations to make real-time decisions. The RTA plays a key role in maintaining service efficiency and ensuring a smooth workflow across shifts. Monitor real-time call volume, agent status, and service levels Ensure schedule adherence and proper staffing throughout the day Manage skilling, breaks, and intraday schedule adjustments Respond to volume spikes and coordinate with Operations for support Track and report real-time metrics and performance issues Escalate critical concerns to the Workforce or Management teams Help maintain SLA and other key performance targets Use WFM tools and dashboards for monitoring and reporting Who Are You To be considered, candidates are expected to have the following: Required Qualifications Bachelor’s degree or equivalent work experience At least 1–2 years of experience in Workforce Management or RTA role Familiarity with WFM tools (e.g., NICE, Verint, Genesys, or similar) Strong understanding of call center metrics (SLA, AHT, shrinkage, etc.) Proficient in MS Excel and other reporting tools Excellent attention to detail and time management skills Strong analytical and problem-solving abilities Good communication and coordination skills Ability to work on shifting schedules, including weekends or holidays Preferred Qualifications Experience with advanced WFM platforms (e.g., NICE IEX, Verint, Genesys Cloud) Knowledge of intraday forecasting and schedule optimization Background in multi-site or multi-program support Proficiency in reporting tools like Power BI, Tableau, or Google Data Studio Familiarity with BPO operations and client KPIs Strong analytical background with the ability to interpret data trends Ability to thrive in a fast-paced, high-pressure environment Prior experience collaborating with Operations and Workforce teams Who We Are UnifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, UnifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele. At UnifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity. Seniority level Entry level Employment type Full-time Job function Project Management and Information Technology Industries Outsourcing and Offshoring Consulting #J-18808-Ljbffr

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