Real-Time Analyst

5 days ago

Philippines Expedock Full time ₱250,000 - ₱400,000 per year

Role Overview

The Real-Time Analyst (RTA) is responsible for monitoring daily operational performance across Expedock's eBPO accounts and automation workflows. Reporting directly to the Chief of People & Business Operations (CPBO), the RTA ensures that volumes, SLAs, and staffing adherence are consistently achieved by leveraging real-time monitoring tools and proactive communication with Team Leaders.

This role also provides weekly operational insights and reports to management to enable data-driven decision-making and continuous improvement.

Key Responsibilities

Real-Time Operations Management

  • Monitor live dashboards through Insightful, Insights, and internal Expedock reporting tools to track daily volume inflow, backlog, SLA adherence, and resource utilization.
  • Identify potential risks or SLA breaches in real time and coordinate immediate actions with Team Leaders to ensure targets are met.
  • Recommend intra-day adjustments (e.g., task redistribution, break rescheduling, or shift extensions) to balance workload and maintain consistent service levels.

Scheduling & Adherence

  • Maintain visibility of team schedules and ensure adherence to assigned shifts and tasks.
  • Track attendance, breaks, and utilization against productivity benchmarks.
  • Report adherence variances daily and highlight recurring patterns or process gaps.

Reporting & Insights

  • Generate weekly reports summarizing volumes, SLA performance, adherence, and operational trends for management review.
  • Provide data-backed insights and recommendations to improve staffing, workflow allocation, and SLA stability.
  • Support the Operations team with ad hoc performance analyses or forecasting inputs when needed.

Cross-Functional Coordination

  • Serve as the communication bridge between Team Leaders and Operations Management to ensure real-time alignment on volumes, workforce, and performance.
  • Communicate updates and escalations clearly via Slack, ensuring quick visibility and response across shifts.
  • Partner with Workforce Management, People Operations, and Training to optimize capacity planning and process reliability.

Qualifications

  • Bachelor's degree in Business, Operations Management, or a related field preferred.
  • Preferred but not required: At least 2 years of experience in real-time management or WFM within a BPO, shared services, or tech-enabled operations environment.
  • Proficiency in Insightful, Insights dashboards, Google Sheets/Excel, and workforce or productivity monitoring tools.
  • Strong analytical, problem-solving, and multitasking skills with a high attention to detail.
  • Excellent communication and coordination abilities; comfortable interfacing with leadership and frontline teams.
  • Ability to thrive in a fast-paced, performance-driven, and evolving operational environment.

Success Metrics

  • SLA attainment and backlog management across supported accounts
  • Schedule adherence and productivity compliance
  • Timeliness and quality of weekly performance reports
  • Responsiveness and accuracy in real-time communication and escalations
  • Management and Team Leader satisfaction with reporting and visibility

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