Realtime Analyst

JOB TITLE: Realtime Analyst

Location: Quezon City, Pasig and Taguig

Position Type: Full Time

Work Set up:On site

Schedule:Shifting Schedule

Headcount:4

Start Date:ASAP

Salary Package: 30,000- 35,000

We are looking for an experienced Real-Time Analyst to join our Workforce Management (WFM) team. The successful candidate will be responsible for monitoring and managing real-time contact center performance to ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs). This role plays a vital part in optimizing operational efficiency across blended (voice and non-voice) accounts.

• Monitor queues and agent activities in real time to ensure SLA and KPI compliance.
• Analyze and report on intraday performance, providing actionable insights to operations teams.
• Coordinate with Team Leads, Operations, and WFM Planners to address staffing issues, schedule adherence, and unexpected volume spikes.
• Track agent attendance, log-in/log-out times, and adherence to assigned schedules.
• Generate real-time dashboards and reports for management review.
• Assist in root cause analysis of SLA deviations and provide recommendations for improvement.
• Collaborate with Forecasting and Scheduling teams for data alignment and process improvements.
• Support project management initiatives related to workforce optimization and performance improvement.

• Bachelor's Degree in any field.
• At least 2 years of experience in Real-Time Analytics or Queue Monitoring within the BPO industry.
• Proven experience in SLA and KPI management.
• Experience handling blended accounts (voice and non-voice).
• Knowledge or experience in Forecasting or Scheduling is an advantage.
• Strong analytical, communication, and coordination skills.
• Willing to work on a shifting schedule.