Real-Time Analyst

3 days ago


Makati City, National Capital Region, Philippines LSG Makati, PH Full time ₱900,000 - ₱1,200,000 per year

The Real-Time Analyst (RTA) plays a critical role in ensuring smooth daily operations by monitoring queues, managing agent schedule adherence, and providing real-time insights to support optimal staffing and service levels. This role partners closely with Operations and Workforce Management to drive efficiency and meet client expectations in a fast-paced BPO environment.

Key Responsibilities

  • Monitor call/chat/email queues and agent activity in real-time to ensure service level agreements (SLAs) are consistently met.
  • Enforce schedule adherence and ensure proper use of activity codes across teams.
  • Track and analyze intraday metrics such as shrinkage, AHT, outages, and under/overstaffing to recommend adjustments.
  • Provide timely updates to Operations regarding staffing compliance, skill allocation, and system performance.
  • Generate and share real-time and intraday reports on KPIs (adherence, shrinkage, service levels, interval compliance).
  • Assist in scheduling management, including distribution of shrinkage and shift adjustments when needed.
  • Escalate issues and propose solutions to minimize operational impact.
  • Support Operations during unexpected events (outages, spikes in volume, absenteeism) with actionable recommendations.

Qualifications & Skills

  • At least 1–2 years of experience as a Real-Time Analyst, Workforce Analyst, or in a similar role within the BPO/Call Center industry.
  • Strong understanding of BPO operations and workforce management practices.
  • Proficiency in WFM tools (Aspect preferred; Verint or IEX acceptable).
  • Advanced Microsoft Excel skills (LOOKUP, INDEX, pivot tables, MATCH, macros, etc.).
  • Strong analytical, problem-solving, and decision-making skills.
  • Excellent written and verbal communication skills.
  • Ability to multitask, prioritize, and respond quickly in high-pressure environments.

Education

  • At least Senior High School Graduate or College Level (any course).
  • Bachelor's degree is an advantage but not required.

Work Setup & Schedule

  • Onsite work in Makati City.
  • Flexible; must be willing to work shifting schedules, weekends, and holidays depending on business needs.
  • Must be willing to start immediately.

Job Types: Full-time, Permanent

Benefits:

  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee

Application Question(s):

  • Do you have at least 1 to 2 years of experience as a Real-Time Analyst in the BPO industry?
  • Have you previously managed real-time adherence for more than 100 FTEs in a multi-skill environment?
  • Are you willing to work onsite in Makati City?
  • Are you open to working on shifting schedules, weekends, and holidays based on business needs?
  • Are you available to start immediately if selected?
  • What is your salary expectation for the position?

Work Location: In person


  • Real Time Analyst

    1 week ago


    Makati City, National Capital Region, Philippines eTeam Full time ₱600,000 - ₱900,000 per year

    Job Title: Real-Time Analyst Location: Taguig (On-site) Salary: ₱60,000/month Contract Duration: 6 months Employment Type: Full-time, On-siteAbout the RoleWe are seeking a Real-Time Analyst (RTA). In this role, you will play a critical part in ensuring SLAs are met by monitoring queues, optimizing staffing, and providing real-time operational support to...

  • Real-Time Analyst

    3 days ago


    Makati City, National Capital Region, Philippines Lean Solutions Group Full time ₱900,000 - ₱1,200,000 per year

    The Real-Time Analyst (RTA) plays a critical role in ensuring smooth daily operations by monitoring queues, managing agent schedule adherence, and providing real-time insights to support optimal staffing and service levels. This role partners closely with Operations and Workforce Management to drive efficiency and meet client expectations in a fast-paced BPO...

  • Real Time Analyst

    1 day ago


    Makati City, National Capital Region, Philippines Probe CX Full time ₱900,000 - ₱1,200,000 per year

    The Real Time Analyst is primarily responsible for closely monitoring real-time call volumes & staffing to be able to identify whether the actual data corresponds with the data in the forecasted call volumes and staffing done by the Forecasting and Scheduling Team.The Real-Time Analyst is responsible for, but not limited to:Quality Management- Performs...

  • Real Time Analyst

    3 days ago


    Mandaluyong City, National Capital Region, Philippines REMITLY PHL OPERATIONS INC Full time ₱900,000 - ₱1,200,000 per year

    Job DescriptionTheReal-Time Analyst (RTA) is responsible for real time monitoring, tracking, communicating and reporting on multiple channels/lines of business,ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels.Primary Duties and Responsibilities:Real-time monitoring of all queues,...

  • Real Time Analyst

    3 weeks ago


    Mandaluyong City, National Capital Region, Philippines Remitly, Inc. Full time

    Job Description:. TheReal-Time Analyst (RTA)is responsible for real time monitoring, tracking, communicating and reporting on multiple channels/lines of business,ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels. Primary Duties and Responsibilities:Real-time monitoring of all...

  • Real Time Analyst

    3 days ago


    Mandaluyong City, National Capital Region, Philippines Remitly Full time ₱400,000 - ₱600,000 per year

    Job Description:.TheReal-Time Analyst (RTA) is responsible for real time monitoring, tracking, communicating and reporting on multiple channels/lines of business,ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels.Primary Duties and Responsibilities:Real-time monitoring of all...

  • Real Time Analyst

    3 weeks ago


    Quezon City, National Capital Region, Philippines Manulife Insurance Malaysia Full time

    ***Nous utilisons des* *pour fournir des statistiques qui nous aident à vous offrir la meilleure expérience sur note site. Vous y trouverez des renseignements sur les témoins, ou vous pouvez les désactiver si vous préférez. Toutefois, en continuant d'utiliser le site sans modifier les paramètres, vous consentez à notre utilisation de***Real Time...

  • Real Time Analyst

    4 weeks ago


    Quezon City, National Capital Region, Philippines Manulife Insurance Malaysia Full time

    ***Nous utilisons des* *pour fournir des statistiques qui nous aident à vous offrir la meilleure expérience sur note site. Vous y trouverez des renseignements sur les témoins, ou vous pouvez les désactiver si vous préférez. Toutefois, en continuant d'utiliser le site sans modifier les paramètres, vous consentez à notre utilisation de***Real Time...

  • Real Time Analyst

    4 weeks ago


    Quezon City, National Capital Region, Philippines Manulife Financial Full time

    The CSC Operations Real Time Analyst is responsible for multi-site real-time monitoring, queue management, tracking of schedule adherence and management of resources driven by real time trends to ensure consistency in Service Level performance.Position ResponsibilitiesMonitor real-time adherence across multiple sites, handle adherence issues, and log...

  • Real Time Analyst

    3 weeks ago


    Quezon City, National Capital Region, Philippines Manulife Financial Full time

    The CSC Operations Real Time Analyst is responsible for multi-site real-time monitoring, queue management, tracking of schedule adherence and management of resources driven by real time trends to ensure consistency in Service Level performance.Position ResponsibilitiesMonitor real-time adherence across multiple sites, handle adherence issues, and log...