Intraday Performance & Staffing Lead

Cacheflow; Philippines; On-site; PHP 400,000 - 550,000; Full time

Job summary

Tala is seeking a Real Time Analyst to act as the real-time control layer of its operations. You will trigger immediate campaign and staffing shifts to protect connect rates and recovery targets, moving beyond passive monitoring.

With 2+ years in contact center ops, you’ll work with Tech/Product to resolve bottlenecks, optimize agent productivity acrossVoice, WhatsApp, and Live Chat, and deliver hourly performance insights. Remote-first with Manila as a hub, global collaboration is key.

Qualifications

• 2+ years in contact center operations with a high sense of urgency.
• Proficiency in real-time monitoring tools and basic SQL for ad-hoc data analysis.
• Proactive and autonomous decision maker under operational pressure.

Responsibilities

• Intraday command: adjust campaigns and staffing based on live signals.
• Agile issue resolution: identify and resolve system bottlenecks with Tech/Product teams to minimize downtime.
• Productivity optimization: monitor agent occupancy and idle time; re-skill agents across channels.
• Live performance reporting: provide hourly flash reports with actionable recommendations.
• Policy enforcement: ensure real-time adherence to schedules and protocols; flag deviations for coaching.
• Data validation: audit real-time tracking tools against system logs for data integrity.

Skills

Operational Mindset

Tech literacy

Decision Making

Tools

SQL

Real-time monitoring tools

Job description

Tala is seeking a Real Time Analyst to act as the real-time control layer of its operations. You will trigger immediate campaign and staffing shifts to protect connect rates and recovery targets, moving beyond passive monitoring.

With 2+ years in contact center ops, you’ll work with Tech/Product to resolve bottlenecks, optimize agent productivity acrossVoice, WhatsApp, and Live Chat, and deliver hourly performance insights. Remote-first with Manila as a hub, global collaboration is key.