Live Real-Time Staffing Navigator

KMC Solutions; Muntinlupa; On-site; PHP 446,000 - 781,000; Full time

Job summary

KMC Solutions is seeking a Real-Time Analyst to own intraday monitoring of attendance, adherence, and staffing variance within our Manila operations. You will surface coverage gaps, validate lates and absences, and keep the live staffing data accurate to support Shift Leads and the Workforce Manager.

The role requires a Bachelor's degree and about 3–4 years in RTA, WFM, or similar, preferably within a BPO/24/7 environment.

Qualifications

• Bachelor's degree required or equivalent in a related field.
• Around 3–4 years of relevant experience in RTA, WFM, Workforce, Command Center, Operations, or a similar role.
• BPO/Contact Center experience preferred, especially in 24/7 or high-volume environments.
• Strong real-time monitoring and prioritization skills.
• High attention to detail under live operating pressure.

Responsibilities

• Track login status, lates, absences, early outs, over-breaks, over-lunches, and off-phone / off-task deviations
• Monitor schedule adherence throughout the shift and flag exceptions requiring Team Lead, Shift Lead, or WFM action
• Maintain live visibility of actual present HC, productive HC, shrinkage, break/lunch status, and training or nesting pulls
• Identify under-covered intervals and alert the Shift Lead before the gap affects robot coverage or service continuity
• Validate whether attendance and adherence issues are one-time exceptions or recurring patterns that need coaching or escalation
• Provide live staffing snapshots to Shift Leads, Site Leads, and WFM
• Identify which operators are available, delayed, on break, on lunch, in training, offline, or available for approved movement
• Support intraday recovery by showing coverage impact for absences, lates, equipment outages, training pulls, robot downtime, and demand variance
• Notify Team Leads and Shift Leads of attendance or adherence risks within the agreed communication SLA
• Maintain the live attendance tracker and adherence exception log

Skills

Real-time monitoring

Prioritization

Attention to detail

Communication

Documentation

Spreadsheets

Schedule systems

Education

Bachelor's degree in related field

Tools

Spreadsheets

Workforce scheduling tools

Job description

KMC Solutions is seeking a Real-Time Analyst to own intraday monitoring of attendance, adherence, and staffing variance within our Manila operations. You will surface coverage gaps, validate lates and absences, and keep the live staffing data accurate to support Shift Leads and the Workforce Manager.

The role requires a Bachelor's degree and about 3–4 years in RTA, WFM, or similar, preferably within a BPO/24/7 environment.