Real Time Analyst

Join the Aventus Team

We are Aventus — a boutique customer experience BPO in Charleston, South Carolina, supporting over 100 e-commerce brands and global digital partners. With a strong performance culture and remote-first workforce, we are committed to operational excellence and workforce discipline across all client accounts.

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We are looking for a detail-oriented and proactive Real-Time Analyst (RTA) to support daily workforce execution and real-time monitoring. If you thrive in a fast-paced environment, love working with performance metrics, and take ownership of live operational outcomes — this role is for you.

What You'll Be Doing

As a Real-Time Analyst, you will be the front line of workforce execution, monitoring agent performance, managing schedule adherence, and ensuring service levels are met in real time. You will work closely with Workforce Management and Operations leaders to maintain coverage efficiency and respond quickly to live performance needs.

Your Core Responsibilities

• Real-Time Monitoring & Adherence Management
• Monitor service levels, queue performance, and agent adherence in real time.
• Take immediate action on staffing gaps, high occupancy, and SLA risks.
• Oversee break management and schedule compliance across all active campaigns.
• Operational Communication & Escalation
• Communicate live operational updates to Operations and WFM teams.
• Escalate critical service risks and recommend immediate tactical adjustments.
• Coordinate with supervisors regarding attendance, shift changes, and call volume surges.
• Scheduling & Coverage Execution
• Review and process real-time leave, OT, and VTO (Voluntary Time Off) requests based on business needs.
• Support updates to routing profiles and agent allocations to balance workloads.
• Assist in maintaining accurate staffing rosters and updating master schedules when required.
• Data Support & Workforce Insights
• Track live performance metrics and contribute insights for end-of-day reports.
• Assist in forecasting discussions by providing trend observations on absenteeism, occupancy, and volume spikes.
• Collaborate with Workforce Manager to drive continuous optimization of real-time processes.

What You'll Bring to the Table

• Experience: At least 2 years of experience as an RTA or other similar roles; BPO experience preferred
• Tool Familiarity: Comfortable using workforce monitoring tools or scheduling systems (Hubstaff or similar)
• Operational Awareness: Understands the impact of attendance, occupancy, and adherence on service levels
• Communication Skills: Confident in communicating live updates and escalations clearly and professionally
• Attention to Detail: Accurate in tracking, logging, and reporting real-time workforce activity
• Ownership: Takes responsibility for monitoring outcomes and acting quickly without waiting for instruction

Core Competencies (Keys to Success)

• Discipline & Accuracy: Consistently monitors details and prevents SLA-impacting deviations
• Responsiveness: Acts fast under pressure and responds quickly to changing operational needs
• Proactivity: Identifies risks early and escalates before service levels are impacted
• Calm Under Pressure: Maintains clarity during peak volume or high-alert situations
• Consistency: Delivers reliable real-time reporting with precision and accountability
• Team Coordination: Communicates effectively with WFM and Operations for smooth execution

What's In It For You?

• 100% Remote Work – Work from anywhere in the Philippines
• Career Path – Clear development track toward Workforce Supervisor or Planner roles
• Competitive Pay – $5/hr + benefits as an independent contractor
• High-Performance Culture – Be part of a metrics-driven, accountability-focused team
• Growth Opportunity – Hands-on exposure to workforce strategy and operational execution
• Supportive Leadership – Learn directly under experienced Workforce Leaders

Ready to Be the Front Line of Workforce Performance?

If you're passionate about real-time execution, performance control, and contributing to high-impact workforce operations, we'd love to have you on the team