Real Time Analyst

3 days ago

Makati City, National Capital Region, Philippines eTeam Full time ₱600,000 - ₱900,000 per year

Job Title: Real-Time Analyst

Location: Taguig (On-site)

Salary: ₱60,000/month

Contract Duration: 6 months

Employment Type: Full-time, On-site


About the Role

We are seeking a Real-Time Analyst (RTA). In this role, you will play a critical part in ensuring SLAs are met by monitoring queues, optimizing staffing, and providing real-time operational support to internal teams and vendor partners.


Key Responsibilities

Monitor real-time queues and coordinate with vendor partners to meet KPIs.

Manage intraday and daily performance reports; communicate insights to Leadership.

Track schedule adherence and make real-time adjustments as needed.

Analyze historical call volume trends, interval patterns, and staffing.

Reallocate inbound volume and resources based on real-time needs.

Record exceptions and schedule changes in Workforce Management (WFM) tools.

Act as main contact for internal and vendor in-center pullout requests.

Communicate real-time events like outages, surges, or vendor issues.


Qualifications & Skills

Minimum 1 year of experience in Workforce Management, Real-Time Management, or Operations.

Strong proficiency with WFM tools, scheduling, and capacity planning.

Advanced skills in Excel & Google Sheets; able to handle large datasets.

Strong analytical, reporting, and problem-solving skills.

Excellent communication skills, both written and verbal.

Adaptable and able to perform under pressure in a fast-paced environment.

Proven collaboration skills with cross-functional teams.


Nice-to-Haves

Experience with BI tools (e.g., Looker, Salesforce).

Working knowledge of SQL.

Comfortable presenting data-driven insights to senior leadership.

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