WFM Real Time Analyst - Yogyakarta Site

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

Are you detail-oriented, analytical, and ready to make quick decisions in a fast-paced environment? We are looking for a proactive Real-Time Analyst (RTA) to join our team in Yogyakarta. As an RTA, you will play a key role in ensuring smooth daily contact center operations by monitoring real time performance, managing agent adherence, and identifying operational gaps before they impact service levels.

You will work closely with Operations, Workforce Management, and IT teams to keep performance on track, respond to unexpected changes in contact volume, and ensure that the right resources are available at the right time. If you enjoy working with data, solving problems on the go, and making a real impact on daily operations, this role could be the perfect fit for you!

Responsibilities

1. Real-Time Performance Monitoring

• Monitor live contact queues, incoming call/chat volumes, waiting times, abandonment rates, and Service Level (SL) performance.
• Identify performance gaps and potential risks that may affect operational targets.
• Provide timely updates and alerts to the Operations team when performance falls below target.

2. Agent Adherence & Productivity Monitoring

• Monitor agent login/logout times, schedule adherence, break times, auxiliary statuses, and after-contact work (ACW).
• Identify adherence issues and coordinate with Operations to ensure agents follow their assigned schedules.
• Track agent availability and productivity to maintain optimal staffing levels throughout the day.
• Monitor staffing levels against forecasted demand and identify real-time staffing shortages or surpluses.
• Recommend and coordinate agent reallocation across queues or lines of business based on operational priorities.
• Support adjustments to agent skill assignments and queue priorities in accordance with approved procedures.
• Coordinate with Operations to manage offline activities, breaks, and other schedule adjustments when needed.
• Track unplanned absences, late logins, sick leaves, and other offline activities.
• Maintain accurate records of actual staffing levels compared with planned headcount.
• Communicate staffing gaps and their potential impact on service performance to relevant stakeholders.

5. Incident & Outage Management

• Act as the initial point of coordination for operational disruptions affecting contact center performance.
• Escalate technical issues to the IT team and follow up on incident resolution.
• Communicate relevant updates to Operations and Workforce Management teams.
• Coordinate appropriate agent activities during system outages or unexpected operational downtime.

6. Reporting & Performance Analysis

• Prepare hourly, interval-based, and end-of-day performance reports.
• Analyze actual performance against forecast, staffing plans, and service-level targets.
• Use Excel or Google Sheets to maintain intraday trackers, calculate performance variances, and identify trends.
• Provide clear, actionable updates to support timely operational decisions.

Requirements

• Bachelor’s degree (S1) in any major.
• Previous experience in a Real-Time Analyst, Real-Time Monitoring, Workforce Management, or contact center operations role is preferred.
• Experience in the BPO or call center industry is a strong plus.
• Familiarity with real-time monitoring, agent adherence, queue management, and service-level performance is an advantage.
• Basic to intermediate proficiency in Microsoft Excel or Google Sheets, including formulas, data analysis, and reporting.
• Exposure to Workforce Management (WFM) or Automatic Call Distribution (ACD) platforms is an advantage, such as NICE IEX, Verint, Genesys Cloud, Avaya CMS, Cisco Finesse, or Amazon Connect.
• Strong analytical and problem-solving skills, with the ability to interpret data and identify operational issues.
• Excellent communication skills and the ability to deliver clear, timely updates to stakeholders.
• Able to work under pressure, manage multiple priorities, and make data-driven decisions in a fast-paced environment.
• Proactive, detail-oriented, adaptable, and comfortable working with real-time operational changes.
• Willing to work fully on-site (WFO) in Yogyakarta.
• Willing to work on a rotating or shift-based schedule.