Real Time Analyst

Powering smarter financial decisions through technology

iCash is a financial services company focused on delivering accessible, customer-centric financial solutions. With a strong reputation for innovation and reliability, the company supports clients through modern digital platforms designed to simplify financial decision-making. Known for its growth mindset and commitment to service excellence, iCash offers professionals the opportunity to work with a trusted brand shaping the future of financial services.

Job Description

As a Real Time Analyst, you will monitor intraday performance, manage schedule adherence, and optimize staffing in NICE CXone. You'll deliver timely insights, support operational KPIs, and act quickly to protect service levels in fast-paced, real-time environments.

Job Overview

Employment type: Full-time

Shift: Night shift, EST business hours | Weekends Off

Work setup: Permanent Work From Home

Salary: PHP 35, PHP 45,

Exciting Perks Await

• Competitive salary package
• Night differential pay to maximize your earnings
• HMO coverage with free dependent upon regularization
• Permanent WFH arrangement
• Fixed weekends off
• Salary Advance Program through our banking partner (eligibility and approval subject to bank assessment; available to account holders with a minimum of 6 months company tenure)
• Unlimited upskilling through Emapta Academy courses
• 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 own discretion
• 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

• 3-5 years of experience in a Workforce Management or Real-Time Analyst role
• Strong working knowledge of NICE CXone (ACD, RTA dashboards, scheduling module, adherence tools)
• Proficiency in Excel or Google Sheets, including lookup formulas, charts, and pivot tables
• Ability to analyze real-time data and make immediate operational decisions
• Strong communication skills for working with Operations leadership
• Detail-oriented, organized, and comfortable in fast-paced environments

Your Daily Tasks

• Monitor real-time queues, agent states, and KPIs within NICE CXone
• Identify performance risks and take immediate corrective actions such as channel balancing, activity pulls, and schedule changes
• Communicate intraday performance updates to Operations in a timely and effective manner
• Track and manage schedule adherence, providing follow-ups to team leaders when needed
• Plot and publish agent schedules in NICE CXone
• Perform real-time schedule optimization, including break adjustments and overtime offers
• Adjust and reforecast staffing plans intraday based on volume trends, absenteeism, and handle times
• Produce minor WFM and intraday reports such as interval performance, adherence summaries, and staffing variance
• Support ad hoc reporting requests from WFM and Operations
• Maintain daily performance logs for forecasting and planning teams
• Act as the real-time bridge between WFM, Operations, and Support teams
• Escalate system issues, staffing shortages, and performance risks as they occur
• Provide quick insights to leadership during peak periods or unplanned events

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 offers stability and exciting global career opportunities. Work with international clients across industries in a collaborative, innovation-driven environment. We empower your success through continuous learning, mentorship, and meaningful career development. Apply now and be part of the #EmaptaEra