Real Time Analyst

Stay Ahead of Every Second

Because in telecom, every moment counts. Your expertise can keep operations running like a well-oiled machine-real-time decisions, flawless coordination, and results that make an impact. As part of a supportive telecom team, you'll enjoy a fulfilling career while having your evenings and weekends free for what matters most. Here, work-life balance isn't just a perk-it's a priority.

Job Description

As a Real Time Analyst, you will oversee daily workforce operations, monitor real-time metrics, and make quick, data-driven adjustments to ensure service levels are met. Your role is vital in keeping performance on track and optimizing staffing for efficiency.

Job Overview

Employment type: Full-time

Shift: Day shift

Work setup: Onsite, SM Megatower, Ortigas

Salary: PHP 35,000

Exciting Perks Await

• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• HMO coverage with free dependent upon regularization
• Day shift schedule
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used at your discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• Minimum of two (2) years of industry experience in a Workforce Management role within a call center
• Strong understanding of workforce management principles and tools
• Strong communication and interpersonal skills
• Demonstrated capability to thrive in a dynamic business environment encompassing both small and large teams
• Proficiency in utilizing and comprehending both new and existing workforce management technologies
• Efficient time management and organizational skills
• Proactive approach towards achieving successful outcomes
• High level of analytical ability and attention to detail
• Proficiency in workforce management analytical skills
• Ability to work under pressure and effectively problem-solve with critical thinking skills
• Capability to work independently as well as collaboratively as part of a team
• Proficiency in MS Excel

Your Daily Tasks

• Monitor agent adherence to schedules and real-time call volumes
• Identify and address deviations from forecasted call volumes and staffing requirements
• Make immediate adjustments to staffing levels and schedules to meet service level targets
• Analyze real-time data and performance metrics to identify trends and patterns
• Provide insights into agent performance and operational efficiency in real-time
• Maintain effective communication channels with Team Leaders, Operations, and other stakeholders
• Provide timely updates on real-time performance and staffing requirements
• Ensure compliance with workforce management policies and procedures
• Recommend updates to policies based on observed trends and operational changes
• Identify and resolve real-time staffing issues and challenges
• Make data-driven decisions to optimize workforce management processes and improve efficiency
• Generate real-time reports on key metrics and performance indicators
• Present findings and recommendations to management for continuous improvement
• Work onsite on a rotating schedule, covering all seven days of the week

About the Client

Our client is a leading telecom and IT solutions provider in Australia committed to delivering high-performance network services and reliable connectivity to customers. They specialize in advanced communication technologies, ensuring seamless and efficient operations for both enterprises and individuals. With a growing team in the Philippines, they value innovation, precision, and teamwork to keep businesses connected and thriving.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra