Real Time Analyst

3 weeks ago

Quezon City, Philippines UnifyCX Full time

Real Time Analyst – UnifyCX UnifyCX in Quezon City is seeking a Real Time Analyst to monitor live call center operations, ensure optimal staffing and service levels, and make real‑time decisions across shifts. Work Location / Setup: Philippines | On‑SiteShift Schedule: 5‑day work week | Graveyard What You Will Do Monitor real‑time call volume, agent status, and service levels Maintain schedule adherence and proper staffing throughout the day Manage agent 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 Workforce or Management teams Help maintain SLA and other key performance targets Use WFM tools and dashboards for monitoring and reporting Required Qualifications Bachelor’s degree or equivalent work experience 1–2 years of experience in Workforce Management or RTA role Familiarity with WFM tools (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 (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 a transformative AI platform that empowers teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI‑driven tools. Our outcome‑based model prioritizes measurable results for more than 200 client programs serviced today, focusing on automation, talent enablement, strategic partnerships, and strict data ethics. #J-18808-Ljbffr

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