Real Time Analyst [Tarlac | Onsite | Night Shift]

Job Overview

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.

• 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
• Identify, escalate, and help mitigate risks that may impact service levels or client commitments
• Support forecasting and capacity planning efforts by validating forecasts and improving scheduling accuracy through real-time insights

• Bachelor’s degree in Business, Operations Management, or a related field, or equivalent work experience
• 2–3 years of experience managing operations within customer service, eCommerce, or similar lines of business
• Strong understanding of workforce management methodologies, including RCA, Pareto analysis, and data visualization tools
• Experience in maintaining, analyzing, and reporting operational statistics
• Solid understanding of key performance and penalty-driven metrics
• Proficiency in MS Office and Google Workspace
• Knowledge of call center metrics such as AHT, Service Level, Occupancy, and Adherence
• Strong leadership, analytical, problem-solving, and decision-making skills
• Excellent verbal and written communication skills
• Ability to work effectively in a fast-paced, dynamic, and changing environment
• Strong organizational skills with the ability to manage multiple tasks accurately and on time
• Intermediate mathematical skills
• Working knowledge of quality and process improvement tools such as DMAIC and RCA
• Understanding of profit and loss concepts
• Auditing, process documentation, project management, and people management skills