
Real-Time Analyst
3 days ago
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
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