Real Time Analyst

1 day ago

Muntinlupa, Philippines Pinnacle Intelligence Full time

Overview

Job Title: Real Time Analyst (RTA) at Pinnacle Intelligence
Location: Alabang (On-site), Muntinlupa City, Metro Manila, Philippines
Department: Workforce Management (WFM) / Operations
Reports To: WFM Manager / Operations Manager

Join to apply for the Real Time Analyst role at Pinnacle Intelligence.

Responsibilities
  • Real-time Performance Monitoring & Management: Continuously monitor inbound call queues and outbound activities for all car dealerships; track real-time contact center performance metrics (Service Level, Average Handle Time, Occupancy, Adherence, Call Volume, Agent States, queue performance); proactively identify and address deviations from service level targets and other KPIs; monitor outbound activities to track productivity and ensure service levels are met for internet leads.
  • Proactive Intervention & Adjustment: Implement immediate tactical staffing adjustments based on real-time needs (skill sets, breaks/lunch schedules, off-phone activities); oversee scheduling and ensure agent break adherence; respond swiftly to spikes in volume, system outages, or staffing shortages to minimize impact.
  • Communication & Collaboration: Provide real-time alerts to Operations Managers and Team Managers; collaborate with WFM and Operations leadership to align on real-time strategies and forecasting; convey operational directives to frontline teams as needed.
  • Data Integrity & Reporting: Ensure accuracy of data within WFM systems and dashboards; create interval reports and daily performance summaries; document operational incidents and actions for historical tracking.
  • Operational Support: Perform voicemail monitoring and callbacks for missed appointments as needed; support productivity across departments; assist in ensuring planned agent schedules are executed in real time.
Qualifications Required:
  • Experience: Minimum 2 years as a Real Time Analyst (RTA) in a BPO or contact center environment.
  • WFM Software: Proficiency with real-time monitoring in tools such as Aspect, Verint, Genesys, NICE, Five9, or similar.
  • Technical Proficiency: Advanced Microsoft Excel skills for data manipulation and reporting.
  • Contact Center Tools: Experience with platforms like RingCentral and other contact center technologies.
  • Analytical Skills: Ability to interpret real-time data, identify trends, make quick data-driven decisions under pressure, and design performance scorecards.
  • Communication: Excellent verbal and written communication for real-time alerts and updates.
  • Problem-Solving: Strong ability to diagnose issues and implement tactical solutions.
  • Attention to Detail: Meticulous in monitoring data and ensuring accuracy in reporting.
  • Understanding of BPO Metrics: Knowledge of KPIs such as Service Level, AHT, Occupancy, Adherence, Shoverage, etc.
  • Cross-Functional Acumen: Ability to collaborate with Operations, Scheduling, Training, and Quality teams.
Preferred:
  • Experience in a BPO supporting automotive retail clients.
  • Basic knowledge of scheduling principles.
  • Familiarity with Power BI or other dashboarding tools.
Why Join Pinnacle Intelligence?

Pinnacle Intelligence offers a role that directly impacts operational efficiency and client success by ensuring optimal real-time performance. You will work with cutting-edge tools in a dynamic, data-driven environment and make immediate, impactful decisions.

#J-18808-Ljbffr

  • Alabang | Real Time Analyst

    1 day ago

    Muntinlupa, Philippines Majorel Full time

    Majorel Muntinlupa City, National Capital Region, Philippines Overview We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible...

  • Senior Workforce Management-Real Time Analyst

    1 day ago

    Muntinlupa, Philippines Nezda Global Full time

    Overview Nezda is hiring for Senior Workforce Management-Real Time Analyst. Qualifications Graduate of any courses. With at least 2 years experience in workforce management, scheduling, and real-time analyst in BPO setup. Job Description Regular monitoring agent performance across multiple queues and ensure accurate performance analysis and communicate...

  • Alabang / Eastwood | Real Time Analyst

    1 day ago

    Muntinlupa, Philippines Majorel Full time

    Majorel Quezon City, National Capital Region, Philippines Overview We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions...

  • BPO WFM

    1 day ago

    Muntinlupa, Philippines IGT Solutions Full time

    Overview BPO WFM - Real Time Analyst ((Travel / Hospitality Account)) IGT Solutions Muntinlupa City, National Capital Region, Philippines IGT Solutions is a leading next-gen customer experience company, specializing in AI-led transformative experiences for global brands. With a focus on digital and human intelligence, IGT manages end-to-end CX journeys...

  • WFM Real-Time Analyst

    2 weeks ago

    Muntinlupa City, Philippines TASQ Staffing Solutions Full time

    About the job WFM RTA (Alabang) | Onsite Responsibilities: Regularly performs volume and performance analysis and proactively communicate possible impacts to business Supports management with all necessary reports and planning models to facilitate the process of decision making Monitors actual activities and compare it to plan and make recommendations for...

  • Workforce Management Analyst

    1 day ago

    Muntinlupa, Philippines eClerx Full time

    eClerx Muntinlupa City, National Capital Region, Philippines Workforce Management Analyst - RTA eClerx Muntinlupa City, National Capital Region, Philippines 2 days ago Be among the first 25 applicants Job Title: Workforce Management – Real Time Analyst (RTA) Work Setup: Onsite Reports To: Workforce Manager / WFM Supervisor Position Summary The Real...

  • Option Trading Analyst/ Crypto traders

    1 day ago

    Muntinlupa, Philippines RemoteVA Full time

    Overview Join to apply for the Option Trading Analyst/ Crypto traders role at RemoteVA Job Title: Crypto Trader/Trading Analyst Location: Remote work Job Description: We are seeking an experienced Crypto Trader/Trading Analyst to join our dynamic team. This role involves analyzing cryptocurrency markets, developing trading strategies, and executing trades...

  • Classification Analyst

    1 day ago

    Muntinlupa, Philippines SGS Full time

    SGS Muntinlupa City, National Capital Region, Philippines Classification Analyst SGS Muntinlupa City, National Capital Region, Philippines 1 year ago Be among the first 25 applicants Company DescriptionWe are SGS – the world’s leading testing, inspection and certification company. We are recognized as the global benchmark for quality and integrity. Our...

  • Alabang | Analyst: WFM Reporting I

    1 day ago

    Muntinlupa, Philippines Majorel Full time

    Majorel Muntinlupa City, National Capital Region, Philippines Join or sign in to find your next job Join to apply for the Alabang | Analyst: WFM Reporting I role at Majorel Majorel Muntinlupa City, National Capital Region, Philippines 2 months ago Be among the first 25 applicants Join to apply for the Alabang | Analyst: WFM Reporting I role at Majorel ...

  • Alabang | WFM Reporting Analyst II

    1 day ago

    Muntinlupa, Philippines Majorel Full time

    Majorel Muntinlupa City, National Capital Region, Philippines Join or sign in to find your next job Join to apply for the Alabang | WFM Reporting Analyst II role at Majorel Majorel Muntinlupa City, National Capital Region, Philippines 1 month ago Be among the first 25 applicants Join to apply for the Alabang | WFM Reporting Analyst II role at Majorel We...