Hybrid Real-Time Analyst: WFM & Operations Insight

Crescendo.ai; Metro Manila; Hybrid; PHP 420,000 - 700,000; Full time

Benefits offered by this job

Competitive salary

Generous PTO

Benefits package

Training & development

Job summary

Crescendo.ai is seeking a Real-Time Analyst to bridge Workforce Management and live operations. You will use real-time data to guide staffing decisions, identify service-level risks, and coordinate adjustments across multiple queues.

This role requires proactive, data-driven thinking and strong collaboration with operations teams to keep service levels on target. In this hybrid role based in Metro Manila, you will monitor intraday performance, respond to changing conditions, and document

Qualifications

• Experience in Real-Time Analyst or WFM role within a contact center or customer support environment.
• Ability to interpret real-time performance data and identify operational risks.
• Sound judgment and ability to make timely decisions in fast-paced environments.

Responsibilities

• Monitor real-time staffing levels, queue volumes, service levels, and WFM alerts to identify coverage gaps and risks.
• Analyze intraday performance data to make staffing, routing, and coverage decisions.
• Coordinate real-time schedule adjustments, including breaks, overtime, and cross-queue support.
• Adjust channel and queue routing based on demand, staffing, and priorities.
• Communicate staffing concerns and recommended actions to team leads and stakeholders.
• Coordinate responses to volume spikes and service disruptions to minimize impact.
• Document intraday decisions and outcomes for records and follow-up actions.
• Identify recurring trends to support forecasting and capacity planning.

Skills

Analytical skills

Problem-solving

Communication

WFM tools

Scheduling platforms

Real-time monitoring

Performance metrics

Job description

Crescendo.ai is seeking a Real-Time Analyst to bridge Workforce Management and live operations. You will use real-time data to guide staffing decisions, identify service-level risks, and coordinate adjustments across multiple queues.

This role requires proactive, data-driven thinking and strong collaboration with operations teams to keep service levels on target. In this hybrid role based in Metro Manila, you will monitor intraday performance, respond to changing conditions, and document