Muntinlupa - Real-Time Analyst (RTA)
WHO WE ARE
Asiatel Outsourcing is experiencing dynamic growth and is seeking skilled professionals to join our expanding FinTech operations. As part of our commitment to excellence and innovation, we're looking for a Real-Time Analyst who thrives in high-impact roles and is passionate about operational performance.
JOB OVERVIEW
As a Real-Time Analyst (RTA), you will play a critical role in monitoring day-to-day operational efficiency by tracking agent productivity, managing live queues, and ensuring service levels are met across campaigns. While the focus is on real-time monitoring and reporting, this role also requires a strong foundational understanding of Workforce Management (WFM) principles and Data Analysis to make informed decisions and recommendations.
This role collaborates closely with operations, quality and training teams to ensure that staffing and performance align with business targets and client expectations.
JOB KEY RESPONSIBILITIES
Real-Time Monitoring & Queue Management- Monitor agent adherence, call queues, and service level performance in real-time
- Provide immediate feedback and alerts to operations on discrepancies and coverage gaps
- Manage skilling changes and break schedules based on real-time conditions
- Proactively identify potential SLA risks and communicate actionable solutions
- Maintain awareness of forecast vs. actual performance to support scheduling adjustments
- Assist in preparing intraday and end-of-day reports reflecting key metrics (occupancy, shrinkage, adherence)
- Analyze historical trends to support accurate forecasting and informed real-time staffing decisions as part of the role’s workforce and data analytics function.
- Support automation and optimization of reporting tools for performance insights
- Coordinate with operations, training, and QA teams to address productivity and staffing challenges
- Provide timely updates and reports for leadership decision-making
- Contribute to continuous improvement of monitoring tools and processes
JOB QUALIFICATIONS
Education & Experience- Bachelor’s degree in Business, Statistics, or any related field preferred
- At least 1 year of experience in a Real-Time Analyst or Workforce/Data Analyst support role in a BPO setting
- Working knowledge of WFM tools (e.g., Genesys, Verint, NICE, or similar)
- Intermediate to advanced Excel skills (pivot tables, formulas, charting)
- Basic understanding of data interpretation, SLA/KPI tracking, and reporting dashboards
- Analytical thinker with attention to detail
- Strong multitasking and problem-solving abilities
- Excellent communication and stakeholder coordination skills
- Highly dependable with a proactive mindset
- Competitive Basic Pay
- Retirement Plan
- Transportation Allowance*
- Rice Allowance
- HMO Coverage (Day 1)*
- Early Regularization*
- Paid Leaves & Holidays
- Annual Performance Salary Review*
- Professional Development & Training
- Company Events & Culture Programs
- All government-mandated benefits (SSS, PhilHealth, Pag-IBIG, 13th Month Pay)
- Terms and conditions apply
At Asiatel Outsourcing, we believe in investing in our people and creating an inclusive, forward-thinking work environment. Apply now and be part of a future-driven FinTech support team!