Real-Time Operations Analyst – On-Site, Yogyakarta

TP Systems; Indonesia; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

TP Systems in Yogyakarta is seeking a proactive Real-Time Analyst to ensure smooth contact center operations. You will monitor real-time performance, manage agent adherence, and identify gaps before they impact service levels, collaborating closely with Operations, WFM, and IT teams.

The role requires a Bachelor’s degree, strong analytical skills, and experience with real-time monitoring tools. This is an on-site position with a shift-based schedule, demanding proactive problem-solving and

Qualifications

• Bachelor’s degree in any major is required.
• Experience in Real-Time Analyst or contact center operations preferred.
• BPO/call center experience is a strong plus.
• Familiarity with real-time monitoring and SL targets is advantageous.
• Proficient in Excel or Google Sheets for data analysis and reporting.

Responsibilities

• Monitor live queues and SL performance, identifying risks.
• Track agent adherence and productivity against schedules.
• Manage intraday staffing and resource reallocations.
• Record shrinkage and compare actual vs planned headcount.
• Coordinate incident and outage management with IT.
• Prepare hourly and end-of-day performance reports and analyses.

Skills

Real-Time Monitoring

Adherence Tracking

Data Analysis

Communication Skills

Decision Making

Shift-based Work

Pressure Handling

Education

Bachelor's degree (S1) in any major

Tools

NICE IEX

Verint

Genesys Cloud

Avaya CMS

Cisco Finesse

Amazon Connect

Microsoft Excel

Google Sheets

Job description

TP Systems in Yogyakarta is seeking a proactive Real-Time Analyst to ensure smooth contact center operations. You will monitor real-time performance, manage agent adherence, and identify gaps before they impact service levels, collaborating closely with Operations, WFM, and IT teams.

The role requires a Bachelor’s degree, strong analytical skills, and experience with real-time monitoring tools. This is an on-site position with a shift-based schedule, demanding proactive problem-solving and