Senior Real-Time Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee real-time operations, staffing conditions, queues, and workforce performance to ensure SLA compliance and operational stability.

• Evaluate intraday performance trends, identify staffing gaps, monitor schedule adherence, shrinkage, occupancy, and assess service level impacts utilizing workforce management tools and reporting systems.

• Propose and implement real-time modifications to staffing, schedules, skills allocation, and call routing to enhance coverage, productivity, and customer satisfaction.

• Collaborate with Workforce Schedulers, Planners, Operations leaders, and Service Delivery teams to address immediate staffing requirements and operational challenges.

• Administer planned leave allocations and intraday schedule adjustments to sustain balanced staffing coverage across supported programs.

• Recognize operational risks, performance discrepancies, and service level impacts, escalating concerns to leadership and stakeholders as necessary.

• Deliver workforce insights, operational reporting, and performance analysis using available WFM platforms and productivity monitoring tools.

• Assist in short-term schedule optimization efforts to align staffing coverage with projected demand and business needs.

• Ensure accurate maintenance of workforce records, reporting outputs, and operational documents related to real-time management activities.

• Contribute to continuous improvement initiatives regarding workforce efficiency, reporting precision, scheduling effectiveness, and operational performance.

• Work with cross-functional teams to resolve operational challenges affecting workforce performance and customer experience.

• Comply with company policies and procedures.

• Achieve or surpass performance targets related to KPIs.

• Continually enhance knowledge of products, services, and processes by engaging in training programs and continuous learning modules.

• Collaborate with other departments as required.

• Maintain a positive, empathetic, and professional demeanor towards customers and colleagues at all times.

• Execute additional duties as assigned.

⛳️ Requirements

• At least 2 years of experience in workforce management, real-time analysis, or intraday management within a contact center or customer support setting.

• Background in supporting client-facing operations and multi-line-of-business environments, ideally within high-volume or global support operations.

• Familiarity with monitoring real-time performance metrics, including SLA, occupancy, adherence, shrinkage, staffing utilization, and queue performance.

• Proficient in workforce management platforms such as Verint, IEX, Playvox, Time Doctor, Workgenda, or similar workforce and productivity tools.

• Excellent analytical, investigative, and problem-solving abilities with a talent for interpreting operational trends and providing data-driven insights.

• Advanced skills in Microsoft Excel and Google Sheets, including reporting, workforce tracking, analysis, and data management functions.

• Strong verbal and written communication skills, capable of effectively coordinating across operations, workforce management, and leadership teams.

• Strong organizational abilities, adept at managing multiple priorities in a fast-paced operational setting.

• Detail-oriented with robust critical thinking skills and the capacity to make timely operational decisions.

• Ability to work independently while fostering effective collaboration across cross-functional teams.

🏝️ Benefits

• Competitive compensation.

• Compliance with government-mandated benefits.

• Retirement Savings Program with Company Matching.

• Life Insurance.

• HMO on day 1.

• Paid time off and birthday leave.

• Bonus and incentive plans.

• Opportunities for skills training and personal and professional development.

• Employee Referral Program.

• Beautiful office space (for onsite employees).

• Daily free lunch provided (for onsite employees).