Intraday Real-Time Workforce Analyst

ING Hubs B.V. Philippine Branch; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

ING Hubs B.V. Philippine Branch is actively seeking a Real-Time Workforce Analyst to manage end-to-end intraday workforce planning, monitor live performance, and implement real-time interventions to protect service levels.

You will partner with Operations, HR, IT, Workforce Planning, and Team Leaders to standardize processes, deliver hourly updates, and provide actionable insights that help teams adapt to demand and sustain high-quality customer service.

Qualifications

• Bachelor’s degree required.
• Minimum 3 years of Real-Time Analyst experience in a BPO/shared services setting.
• Strong understanding of workforce management and real-time performance metrics.
• Advanced Excel skills including Macros; experience with Power BI.
• Excellent communication and stakeholder management abilities.
• Ability to work independently in a dynamic environment.

Responsibilities

• Monitor contact center queues, service levels, volume fluctuations, AHT, and agent availability in real time.
• Execute real-time interventions including break management, workload redistribution, and overtime decisions.
• Perform intraday reforecasting based on trends and incidents.
• Communicate with agents regarding urgent call-outs and adherence issues.
• Collaborate with Team Leaders to address attendance gaps and adherence exceptions.
• Develop and standardize real-time analysis processes and escalation procedures.
• Deliver hourly updates, intraday reports, and end-of-day summaries.
• Provide actionable insights to leaders to support operational decisions.

Skills

Real-time analytics

Excel macros

Power BI

Stakeholder management

Education

Bachelor's degree

Tools

Power BI

Excel Macros

Job description

ING Hubs B.V. Philippine Branch is actively seeking a Real-Time Workforce Analyst to manage end-to-end intraday workforce planning, monitor live performance, and implement real-time interventions to protect service levels.

You will partner with Operations, HR, IT, Workforce Planning, and Team Leaders to standardize processes, deliver hourly updates, and provide actionable insights that help teams adapt to demand and sustain high-quality customer service.