Real-Time Analyst

1 day ago

Makati City, National Capital Region, Philippines Lean Solutions Group Full time ₱900,000 - ₱1,200,000 per year

The Real-Time Analyst (RTA) plays a critical role in ensuring smooth daily operations by monitoring queues, managing agent schedule adherence, and providing real-time insights to support optimal staffing and service levels. This role partners closely with Operations and Workforce Management to drive efficiency and meet client expectations in a fast-paced BPO environment.

Key Responsibilities

  • Monitor call/chat/email queues and agent activity in real-time to ensure service level agreements (SLAs) are consistently met.
  • Enforce schedule adherence and ensure proper use of activity codes across teams.
  • Track and analyze intraday metrics such as shrinkage, AHT, outages, and under/overstaffing to recommend adjustments.
  • Provide timely updates to Operations regarding staffing compliance, skill allocation, and system performance.
  • Generate and share real-time and intraday reports on KPIs (adherence, shrinkage, service levels, interval compliance).
  • Assist in scheduling management, including distribution of shrinkage and shift adjustments when needed.
  • Escalate issues and propose solutions to minimize operational impact.
  • Support Operations during unexpected events (outages, spikes in volume, absenteeism) with actionable recommendations.

Qualifications & Skills

  • At least 1–2 years of experience as a Real-Time Analyst, Workforce Analyst, or in a similar role within the BPO/Call Center industry.
  • Strong understanding of BPO operations and workforce management practices.
  • Proficiency in WFM tools (Aspect preferred; Verint or IEX acceptable).
  • Advanced Microsoft Excel skills (LOOKUP, INDEX, pivot tables, MATCH, macros, etc.).
  • Strong analytical, problem-solving, and decision-making skills.
  • Excellent written and verbal communication skills.
  • Ability to multitask, prioritize, and respond quickly in high-pressure environments.

Education

  • At least Senior High School Graduate or College Level (any course).
  • Bachelor's degree is an advantage but not required.

Work Setup & Schedule

  • Onsite work in Makati City.
  • Flexible; must be willing to work shifting schedules, weekends, and holidays depending on business needs.
  • Must be willing to start immediately.

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