Realtime Analyst

Senior Recruiter @ E-Solutions | Global Talent Acquisition, Talent Sourcing Location: Quezon City, Pasig, and Taguig (amenable to report on different sites) Work Set Up: Onsite & Shifting Salary: Up to 35k Job Overview We are looking for an experienced Real-Time Analyst to join our Workforce Management (WFM) team. The successful candidate will be responsible for monitoring and managing real-time contact center performance to ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs). This role plays a vital part in optimizing operational efficiency across blended (voice and non-voice) accounts. Key Responsibilities Monitor queues and agent activities in real time to ensure SLA and KPI compliance. Analyze and report on intraday performance, providing actionable insights to operations teams. Coordinate with Team Leads, Operations, and WFM Planners to address staffing issues, schedule adherence, and unexpected volume spikes. Track agent attendance, log-in/log-out times, and adherence to assigned schedules. Generate real-time dashboards and reports for management review. Assist in root cause analysis of SLA deviations and provide recommendations for improvement. Collaborate with Forecasting and Scheduling teams for data alignment and process improvements. Support project management initiatives related to workforce optimization and performance improvement. Qualifications Bachelor’s Degree in any field. At least 2 years of experience in Real-Time Analytics or Queue Monitoring within the BPO industry . Proven experience in SLA and KPI management . Experience handling blended accounts (voice and non-voice) . Knowledge or experience in Forecasting or Scheduling is an advantage. Strong analytical, communication, and coordination skills. Willing to work on a shifting schedule . Seniority Level Associate Employment Type Full-time Job Function Administrative Industries Telephone Call Centers #J-18808-Ljbffr