Real-Time Analyst + HMO + Other Benefits + Onsite (Cebu City)
Logix BPO Cebu City Full-time
Job Summary
The Real-Time Analyst (RTA) is responsible for monitoring and managing intraday performance to ensure optimal service levels, efficiency, and adherence within a fast-paced BPO/contact center environment. This role serves as the central point of coordination between operations, scheduling, and workforce planning to drive real-time decisions that align staffing with demand.
Key Responsibilities- Monitor real-time queues, service levels, and key performance metrics (e.g., ASA, AHT, abandonment rate, occupancy)
- Track agent adherence and conformance to schedules; address deviations promptly
- Identify intraday performance risks and implement mitigation strategies (e.g., re-skilling, overtime, VTO)
- Communicate performance updates, risks, and action plans to operations leadership
- Manage real-time staffing adjustments across multiple lines of business or channels (voice, chat, email)
- Coordinate with Team Leads and Operations Managers to optimize staffing coverage
- Execute contingency plans during unexpected volume spikes, system issues, or staffing shortages
- Have a working knowledge of real-time dashboards, reports, and interval-level tracking tools
- Provide intraday reporting and insights on performance vs. forecast
- Escalate critical issues impacting service delivery in a timely manner
- Support continuous improvement initiatives related to workforce optimization
- Maintain minimum and maximum Line Adherence.
- High school diploma or equivalent (Bachelor’s degree preferred)
- 1–3 years of experience in Workforce Management, Real-Time Analysis, or Contact Center Operations
- Strong understanding of contact center KPIs and service level management
- Preferred experience with WFM tools (e.g., NICE IEX, Verint, Aspect, Genesys, etc.)
- Proficiency in Microsoft Excel (pivot tables, basic formulas, data analysis)
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder collaboration abilities
- Ability to multitask and make quick decisions in a fast-paced environment
- Experience in a BPO or multi-client environment
- Knowledge of forecasting and scheduling concepts
- Familiarity with real-time reporting tools and dashboards (e.g., Power BI, Tableau, etc.)
- Real-time decision-making
- Attention to detail
- Sense of urgency and accountability
- Strong organizational skills
- Collaboration and teamwork
- Adaptability and resilience under pressure
- 24/7 operation; flexible to work shifts, weekends, and holidays as needed
- High-pressure, fast-paced contact center environment
- May require on-site, hybrid, or remote setup depending on business needs
- Competitive salary package
- Performance-based incentives
- HMO and other company benefits
- Paid training and continuous learning opportunities
- Career growth and advancement opportunities
- Collaborative and supportive work environment
- Exposure to dynamic and fast-paced operations
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