Realtime Analyst

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
  .