Intraday Real-Time Analyst

ING; Manila; On-site; PHP 558,000 - 1,004,000; Full time

Job summary

ING is seeking a Real-Time Workforce Analyst in Manila to manage end-to-end intraday workforce planning and real-time interventions. You will monitor live performance, respond to incidents, and drive immediate actions to maintain service levels.

You will establish standardized real-time processes, governance, and communication protocols, partnering with Operations, HR, IT, and Workforce Planning to ensure capacity aligns with demand.

Qualifications

• Bachelor's degree.
• Minimum 3 years of experience as a Real-Time Analyst in a BPO, contact center, or shared services environment.
• Strong understanding of workforce management principles, real-time analysis concepts, and performance metrics.
• Advanced proficiency in Microsoft Excel, including Macros, and Power BI.

Responsibilities

• Monitor contact center queues, service level performance, volume fluctuations, AHT, and agent availability in real time.
• Execute immediate operational interventions including break management, skill adjustments, workload redistribution, overtime/undertime, and task reassignments.
• Perform intraday reforecasting based on trends, incidents, and shrinkage.
• Communicate with agents regarding urgent call-outs, adherence, and requirements.
• Partner with Team Leaders to address attendance gaps and adherence exceptions.
• Develop and standardize real-time analysis processes and escalation procedures.

Skills

Real-Time analysis

Excel macros

Power BI

Analytical thinking

Communication

Education

Bachelor's degree

Tools

Excel

Job description

ING is seeking a Real-Time Workforce Analyst in Manila to manage end-to-end intraday workforce planning and real-time interventions. You will monitor live performance, respond to incidents, and drive immediate actions to maintain service levels.

You will establish standardized real-time processes, governance, and communication protocols, partnering with Operations, HR, IT, and Workforce Planning to ensure capacity aligns with demand.