Intraday Real-Time Analyst | WFM & Service Optimization

Symbos Managed Services Inc; Pasay; On-site; PHP 446,000 - 725,000; Full time

Job summary

Symbos Managed Services Inc. is seeking a Real-Time Analyst to monitor live contact centre performance and translate operational data into timely actions. You will work with Operations and Workforce Management to protect queue stability and service levels across multiple workstreams.

The role focuses on intraday decision-making, forecasting support and performance reporting within an Australian contact centre environment, with rotating shifts for 24/7 coverage when required.

Qualifications

• 1–3 years of Workforce Management experience or exposure in a contact centre.
• Experience in real-time or intraday management, WFM reporting, scheduling, forecasting support.

Responsibilities

• Monitor real-time performance across inbound voice, outbound and administrative workstreams.
• Track service level, ASA, AHT, occupancy, schedule adherence and other WFM metrics.
• Execute or recommend intraday actions such as break/lunch optimization, overtime, and resource reallocation.
• Prepare intraday reports and maintain staffing decision records.
• Identify variances and communicate risks to Operations and WFM stakeholders.

Skills

WFM expertise

Real-time/intraday

Excel proficiency

Analytical thinking

Attention to detail

Decision making

Clear communication

Adaptability

Education

Bachelor's degree preferred

Tools

NICE CXone WFM

Verint

Calabrio

Job description

Symbos Managed Services Inc. is seeking a Real-Time Analyst to monitor live contact centre performance and translate operational data into timely actions. You will work with Operations and Workforce Management to protect queue stability and service levels across multiple workstreams.

The role focuses on intraday decision-making, forecasting support and performance reporting within an Australian contact centre environment, with rotating shifts for 24/7 coverage when required.