Live Real-Time Adherence Specialist

IBM; Philippines; On-site; PHP 446,000 - 781,000; Full time

Job summary

IBM Consulting is seeking a Real Time Analyst to monitor and manage intraday call center operations to ensure service levels, staffing, and goals are met. Analyze performance, adjust staffing, and coordinate with operations to address volume changes and absenteeism.

The role requires onsite night shifts, proficiency with NICE, Clearview, PowerBI, and Excel, and strong analytical and communication skills. Bachelor’s degree is preferred.

Qualifications

• Experience in workforce management, real-time analysis, or call center operations preferred.
• Strong analytical and problem-solving skills.
• Proficiency in WFM tools (NICE, Clearview), reporting systems (PowerBI), and Microsoft Excel.
• Excellent communication and coordination skills.
• Ability to work in a fast-paced and shifting environment.
• Strong attention to detail and ability to make quick operational decisions.
• Fast decision-making under pressure.
• Willing and able to work onsite on a night shift schedule

Responsibilities

• Monitor live operational metrics (volume, SLA, AHT, queue, staffing levels).
• Track real-time performance using tools like NICE and Clearview.
• Identify risks and take immediate action to maintain service levels.
• Conduct floor walks to validate real-time data vs actual agent activity.
• Cross check agents marked available but not taking calls and long ACW times.
• Identify unreported issues (system, attendance, behavior).
• Engage with team leads and agents for quick resolution.
• Reinforce adherence, productivity, and accountability.
• Perform intraday schedule adjustments (breaks, lunches, offline activities).
• Make quick adjustments (move breaks, overtime).
• Optimize staffing based on real-time demand and forecast gaps.
• Flag and address non-adherence in real time.
• Support short-term scheduling and emergency staffing changes.
• Coordinate with workforce planning for schedule improvements.
• Compare actual performance vs forecast.
• Modify and assign agent skills based on queue requirements and priorities.
• Ensure correct skill distribution across queues.
• Adjust skill assignments in real time during volume fluctuations.
• Create and update agent profiles with skills, schedules, and access.
• Maintain accurate agent data for operations.
• Generate intraday and end-of-day reports on SLA, staffing vs demand, and adherence.
• Provide insights and actionable recommendations to Leadership.
• Share real-time updates and performance summaries with the Leadership team.
• Act as the central point of contact for real-time operations and coordinate with supervisors, operations managers, and WFM teams.
• Provide timely updates on performance issues and action plans.
• Handle real-time issues such as system outages and volume spikes; escalate as needed.

Skills

Workforce management

Real-time analysis

Call center operations

Data-driven decisions

Analytical thinking

Communication skills

Education

Bachelor's Degree

Tools

NICE

Clearview

PowerBI

Microsoft Excel

Job description

IBM Consulting is seeking a Real Time Analyst to monitor and manage intraday call center operations to ensure service levels, staffing, and goals are met. Analyze performance, adjust staffing, and coordinate with operations to address volume changes and absenteeism.

The role requires onsite night shifts, proficiency with NICE, Clearview, PowerBI, and Excel, and strong analytical and communication skills. Bachelor’s degree is preferred.