Real Time Analyst

11 hours ago

Taguig, National Capital Region, Philippines Easy Payroll Global Full time $40,000 - $80,000 per year

HIRING FOR OUR CLIENT, RECRUITMENT MANAGED BY EPG.

About the Role

We're looking for a Real Time Analyst to monitor and manage workforce performance for our Client's Customer Experience team. You'll ensure service level agreements (SLAs) are met and help keep customer support running smoothly in a fast-paced environment.

Key Responsibilities:

  • Monitor real-time queues and coordinate with vendor partners to meet KPIs
  • Track daily/intraday performance and report to leadership
  • Manage schedule adherence and make adjustments as needed
  • Analyze call volume trends and staffing patterns for optimization
  • Update WFM tools with schedule exceptions
  • Communicate real-time issues (outages, volume spikes, vendor concerns)

Qualifications:

  • Minimum 1 year of Workforce Management / Operations experience
  • Strong skills in real-time monitoring, scheduling, and capacity planning
  • Proficient in WFM tools and advanced spreadsheet use (Excel/Google Sheets)
  • Excellent communication and problem-solving skills
  • Flexible, adaptable, and detail-oriented

Nice to Have:

  • Experience with BI tools (Looker, Salesforce)
  • SQL knowledge
  • Experience presenting to senior leaders

Education:

  • At least high school graduate

Why Join Us?

Be part of a dynamic team that ensures timely, quality support for millions of customers. Your work will directly improve operational efficiency and customer satisfaction.

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