Analytical Operations Specialist

3 days ago

Quezon City, National Capital Region, Philippines beBeeReal Full time $35,000 - $55,000
Real Time Analyst Position Overview

We are seeking a skilled Real Time Analyst to monitor and optimize live call center operations. The successful candidate will ensure optimal staffing, schedule adherence, and service levels throughout the day.


The RTA plays a crucial role in maintaining service efficiency and ensuring a smooth workflow across shifts.

  • Monitor real-time call volume, agent status, and service levels to make informed decisions.
  • Ensure schedule adherence and proper staffing throughout the day to meet business objectives.
  • Manage skilling, breaks, and intraday schedule adjustments to maximize productivity.
  • Respond to volume spikes and coordinate with Operations for support to minimize downtime.
  • Track and report real-time metrics and performance issues to drive continuous improvement.
  • Elevate critical concerns to the Workforce or Management teams to ensure timely resolution.
  • Maintain Service Level Agreements (SLAs) and other key performance targets to meet client expectations.
  • Leverage WFM tools and dashboards for monitoring and reporting to inform strategic decisions.

Requirements for Success

To excel in this role, candidates must possess:


  • Bachelor's degree or equivalent work experience.
  • At least 1–2 years of experience in Workforce Management or RTA roles.
  • Familiarity with WFM tools (e.g., NICE, Verint, Genesys, or similar).
  • Strong understanding of call center metrics (SLA, AHT, shrinkage, etc.).
  • Proficiency 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.

About Our Organization

We are a Global Business Process Outsourcing company providing personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide.


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.


Seniority level
  • Entry level

Employment type
  • Full-time

Job function
  • Project Management and Information Technology

Industries
  • Outsourcing and Offshoring Consulting

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