Real Time Analyst

Please be informed that at any given point in time, you can only have one “Active” application.

Philippines

Full-time

The Real-Time Analyst (RTA) is responsible for monitoring, analyzing, and reporting workforce performance to ensure service level targets are consistently met. This role plays a critical part in real-time operations management, providing actionable insights, and supporting operational efficiency in a fast-paced environment.

Key Responsibilities

• Monitor real-time agent performance, including schedule adherence, queue volumes, and service levels across multiple channels
• Implement and recommend intraday adjustments such as schedule changes, break movements, and overtime to meet operational targets
• Analyze operational data and prepare timely performance, variance, and trend reports for stakeholders
• Collaborate closely with operations and workforce teams to address staffing or performance gaps