ANALYST, REAL TIME

Makati, Metro Manila, Philippines • Posted June 07, 2026

Job Type: Full-time

Location: Makati, Metro Manila

Posted: June 07, 2026

Category: Business Operations Specialists

Application Deadline: July 17, 2026

Role Description

 
  Job Summary 
 Main Objectives and Duties:
  1. Communicates any system downtimes to all stakeholders  
 Escalates any system downtime and tool issues to the Qualfon and Account’s Management
 Communicate effectively any information to Operations Team from Account’s Workforce Management during any downtime
 Documents and sends the downtime summary report
  2. Monitor and manage intraday staffing levels for Client’s.  
 Update the Operations with staffing every interval during the hours of operations
 Managing staff levels in both Miami and Atlanta servers considering the Skill / Organizational requirements
 Monitor the actual staffing versus the scheduled
 Initiates to offer overtime if needed to meet the weekly FTE requirement
  3. Monitor real-time ACD agent work state reports 
 Responsible in calling out agents in non-adhering work sta...
                

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