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Real-Time Analyst

2 weeks ago

Manila, National Capital Region, Philippines Innodata Knowledge Services, Inc. Full time $40,000 - $80,000 per year

Job Summary:

The Real-Time Analyst (RTA) is responsible for monitoring and managing intraday performance across multiple teams or contact center operations. The RTA ensures service level agreements (SLAs), productivity metrics, and staffing efficiency targets are met by making real-time adjustments to scheduling, routing, and resource allocation. This role plays a critical part in ensuring optimal service delivery and customer satisfaction through proactive operational support.

Key Responsibilities:

  • Monitor real-time supply demand movement, TQM, and rater activities
  • Monitor key performance metrics to ensure adherence to forecasted schedules and SLAs/KPIs.
  • Make real-time decisions and recommendations to adjust staffing as needed to optimize coverage.
  • Proactively identify trends and alerts such as volumes, absenteeism, or system outages, and escalate appropriately.
  • Collaborate with team leaders, workforce planners, and operations managers to align real-time decisions with business goals.
  • Prepare and distribute intraday, end-of-day, and shift reports highlighting performance, variances, and key incidents.
  • Track agent adherence, occupancy, and shrinkage, and provide feedback to improve schedule compliance.
  • Use workforce management (WFM) software tools to monitor and update schedules and performance metrics.
  • Support daily operational briefings and post-shift reviews with actionable data insights.

Qualifications:

  • Bachelor's degree or equivalent experience in Business, Operations, Analytics, or a related field.
  • 1–3 years of experience in real-time or workforce management roles within a call center or customer service environment.
  • Proficiency with workforce management platforms (e.g., NICE IEX, Verint, Genesys WFM, Aspect).
  • Strong analytical, problem-solving, and decision-making skills.
  • Excellent communication and collaboration abilities across teams and departments.
  • Ability to work in a fast-paced, dynamic environment with strong attention to detail

DEIB STATEMENT

At Innodata, Diversity, Equity, Inclusion, and Belonging (DEIB) are at the heart of who we are. With over 35 years of expertise, Innodata fosters an inclusive workplace that celebrates the rich diversity of backgrounds, experiences, and perspectives our employees bring. This diversity fuels our innovation in AI and data engineering, supporting our mission as a global leader in the industry.

We encourage individuals from all walks of life to apply, particularly those who may feel they don't meet every qualification or hesitate due to their identity. Our inclusive programs, such as comprehensive learning initiatives, Employee Resource Groups (ERGs), and flexible work arrangements, create a sense of belonging for every team member, whether they work remotely or on-site.

By embedding these values in everything we do, Innodata is committed to delivering innovation while building a workplace where everyone feels empowered to succeed and valued.Job Summary:

The Real-Time Analyst (RTA) is responsible for monitoring and managing intraday performance across multiple teams or contact center operations. The RTA ensures service level agreements (SLAs), productivity metrics, and staffing efficiency targets are met by making real-time adjustments to scheduling, routing, and resource allocation. This role plays a critical part in ensuring optimal service delivery and customer satisfaction through proactive operational support.

Key Responsibilities:

  • Monitor real-time supply demand movement, TQM, and rater activities
  • Monitor key performance metrics to ensure adherence to forecasted schedules and SLAs/KPIs.
  • Make real-time decisions and recommendations to adjust staffing as needed to optimize coverage.
  • Proactively identify trends and alerts such as volumes, absenteeism, or system outages, and escalate appropriately.
  • Collaborate with team leaders, workforce planners, and operations managers to align real-time decisions with business goals.
  • Prepare and distribute intraday, end-of-day, and shift reports highlighting performance, variances, and key incidents.
  • Track agent adherence, occupancy, and shrinkage, and provide feedback to improve schedule compliance.
  • Use workforce management (WFM) software tools to monitor and update schedules and performance metrics.
  • Support daily operational briefings and post-shift reviews with actionable data insights.

Qualifications:

  • Bachelor's degree or equivalent experience in Business, Operations, Analytics, or a related field.
  • 1–3 years of experience in real-time or workforce management roles within a call center or customer service environment.
  • Proficiency with workforce management platforms (e.g., NICE IEX, Verint, Genesys WFM, Aspect).
  • Strong analytical, problem-solving, and decision-making skills.
  • Excellent communication and collaboration abilities across teams and departments.
  • Ability to work in a fast-paced, dynamic environment with strong attention to detail

DEIB STATEMENT

At Innodata, Diversity, Equity, Inclusion, and Belonging (DEIB) are at the heart of who we are. With over 35 years of expertise, Innodata fosters an inclusive workplace that celebrates the rich diversity of backgrounds, experiences, and perspectives our employees bring. This diversity fuels our innovation in AI and data engineering, supporting our mission as a global leader in the industry.

We encourage individuals from all walks of life to apply, particularly those who may feel they don't meet every qualification or hesitate due to their identity. Our inclusive programs, such as comprehensive learning initiatives, Employee Resource Groups (ERGs), and flexible work arrangements, create a sense of belonging for every team member, whether they work remotely or on-site.

By embedding these values in everything we do, Innodata is committed to delivering innovation while building a workplace where everyone feels empowered to succeed and valued.