Intraday Real-Time Workforce Analyst

ING; Manila; On-site; PHP 480,000 - 600,000; Full time

Job summary

ING in Manila is seeking a Real-Time Workforce Analyst to own end-to-end intraday workforce management, monitor live performance, and implement real-time interventions to keep service levels on track. You will standardize processes, collaborate with Operations, HR, IT, and Team Leaders, and deliver hourly updates and end-of-day summaries to drive quick, informed decisions.

The role requires a minimum of 3 years in a real-time analytics function within a BPO or shared services, and strong Excel

Qualifications

• Bachelor's degree in a relevant field.
• Minimum 3 years as Real-Time Analyst in a BPO, contact center, or shared services.
• Strong knowledge of workforce management metrics and real-time analysis.
• Advanced Excel (Macros) and Power BI proficiency.
• Excellent communication and stakeholder management skills.

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 and undertime requests, and task reassignments.
• Perform intraday reforecasting based on emerging trends, incidents, and unplanned shrinkage.
• Communicate directly with agents regarding urgent call-outs, adherence concerns, and immediate operational requirements.
• Partner with Team Leaders to address attendance gaps, extended AUX utilization, and adherence exceptions.
• Develop and standardize real-time analysis processes, escalation procedures, communication protocols, and decision-making frameworks.
• Serve as a subject matter expert for real-time operations and workforce management best practices.
• Coordinate with Operations, IT, HR, and Workforce Planning teams during high-impact operational events.
• Manage and escalation operational disruptions, system outages, and tool-related incidents affecting service delivery.
• Deliver hourly updates, intraday reporting, end-of-day summaries, and performance gap analyses.
• Provide actionable insights and recommendations to leaders to support operational decisions.

Skills

Real-Time Analysis

Excel Macros

Power BI

Analytical skills

Stakeholder mgmt

Education

Bachelor's degree

Tools

Excel

Power BI

Job description

ING in Manila is seeking a Real-Time Workforce Analyst to own end-to-end intraday workforce management, monitor live performance, and implement real-time interventions to keep service levels on track. You will standardize processes, collaborate with Operations, HR, IT, and Team Leaders, and deliver hourly updates and end-of-day summaries to drive quick, informed decisions.

The role requires a minimum of 3 years in a real-time analytics function within a BPO or shared services, and strong Excel