Real-Time Analyst - Onsite, Yogyakarta (WFM/Ops)

Teleperformance; Sleman; On-site; IDR 133,920,000 - 200,880,000; Full time

Job summary

Teleperformance in Yogyakarta is seeking a detail-oriented Real-Time Analyst (RTA) to monitor live queues, volumes, and service levels, while guiding staffing decisions and incident responses. You will analyze performance, generate intraday reports, and collaborate with Operations, WFM, and IT teams.

The role requires a bachelor’s degree and familiarity with WFM/ACD platforms. This is an on-site position with rotating shifts, based in Yogyakarta.

Qualifications

• Bachelor’s degree in any major.
• Experience in Real-Time Analyst or related roles preferred.
• Experience in BPO or call center industry is a strong plus.
• Familiarity with real-time monitoring, agent adherence, queue management, and service-level performance.
• Proficiency in Excel or Google Sheets for data analysis and reporting.
• Exposure to WFM or ACD platforms such as NICE IEX, Verint, Genesys Cloud, Avaya CMS, Cisco Finesse, or Amazon Connect.
• Strong analytical and problem-solving skills; able to make data-driven decisions.

Responsibilities

• Real-Time Performance Monitoring of queues, volumes, waiting times, and SL.
• Agent adherence & productivity monitoring and staffing alignment.
• Incident & outage management with IT coordination.
• Reporting & performance analysis using intraday trackers.

Skills

Real-Time Analyst

Performance Monitoring

Data Analysis

Excel/Google Sheets

WFM/ACD platforms

Shift-based scheduling

BPO/call center knowledge

On-site in Yogyakarta

Education

Bachelor’s degree (S1) in any major

Tools

Excel

Google Sheets

NICE IEX

Verint

Genesys Cloud

Avaya CMS

Cisco Finesse

Amazon Connect

Job description

Teleperformance in Yogyakarta is seeking a detail-oriented Real-Time Analyst (RTA) to monitor live queues, volumes, and service levels, while guiding staffing decisions and incident responses. You will analyze performance, generate intraday reports, and collaborate with Operations, WFM, and IT teams.

The role requires a bachelor’s degree and familiarity with WFM/ACD platforms. This is an on-site position with rotating shifts, based in Yogyakarta.