Intraday Real-Time Operations Analyst

Hinduja Global Solutions; Quezon City; On-site; PHP 335,000 - 558,000; Full time

Job summary

Hinduja Global Solutions is seeking a Real Time Analyst to monitor call volumes and manage intraday queues to meet service level targets in a graveyard shift onsite setup in Manila. You will plan agent adherence, publish hourly performance reports, and coordinate downtime with IT and client teams.

You will work closely with WFM for staffing adjustments and provide real-time updates, insights, and trend-based recommendations to management.

Qualifications

• Passion for excellence, timeliness, and accuracy of information.
• 2+ years of analytical and organizational skills.
• Strong multi-tasking and interpersonal abilities.
• Proficient in data interpretation and reporting.
• Ability to provide real-time updates to stakeholders.
• Familiarity with Amazon Connect & Salesforce is a plus.

Responsibilities

• Monitor real-time call volume and manage queues to meet daily service levels.
• Plan and monitor agent schedule adherence and activities.
• Manage break schedules during surges or issues.
• Publish hourly intraday performance reports (volume, AHT, staffing, SLA).
• Coordinate downtime issues with Operations, IT, and client teams.
• Collaborate with WFM for staffing, shifts, and break adjustments.
• Provide insights and recommendations based on trends and observations.
• Identify risks and communicate deviations to plan for staffing adjustments.
• Work with business units to align goals and necessary adjustments.
• Develop operational procedures to support service delivery.

Skills

Real-time analysis

Scheduling

Data interpretation

Amazon Connect

Salesforce

Excel Pivot

On-site graveyard shift

Education

College diploma

Tools

Amazon Connect

Salesforce

Microsoft Excel

Job description

Hinduja Global Solutions is seeking a Real Time Analyst to monitor call volumes and manage intraday queues to meet service level targets in a graveyard shift onsite setup in Manila. You will plan agent adherence, publish hourly performance reports, and coordinate downtime with IT and client teams.

You will work closely with WFM for staffing adjustments and provide real-time updates, insights, and trend-based recommendations to management.