On-Site Real-Time Workforce Analyst – SLA Mastery

SupportNinja; Central Luzon; On-site; PHP 391,000 - 558,000; Full time

Benefits offered by this job

Competitive compensation

Government-mandated benefits

Retirement Savings Program w/ company

Life Insurance

HMO on day 1

Paid time off / birthday leave

Bonus and incentives

Skills training & development

Employee referral program

Office space onsite

Free lunch daily

Job summary

SupportNinja in Clark, Pampanga is hiring a Real-Time Analyst to monitor real-time operations and optimize staffing and routing to meet SLAs. You will analyze live data, provide insights to improve team performance, and work closely with WFM and Service Delivery teams.

This is an on-site, full-time role starting September 21, 2026, with company-provided equipment. Ideal candidates will have 1 year of relevant experience, strong communication skills, and proficiency with Verint/IEX/Playvox and

Qualifications

• 1 year of experience in workforce management or real-time monitoring.
• Strong communication skills, both verbal and written.
• Proficient in using Workforce Solutioning Tools (e.g., Verint, IEX, Playvox).
• Well-versed in Excel and Google Sheets reporting capabilities.
• Experience in a call center environment.

Responsibilities

• Monitors real-time operations to ensure SLAs are achieved (WFM tool dependent).
• Analyzes real-time data to identify trends and patterns, and provides insights to improve team performance.
• Manages service levels, staffing levels, and call routing to optimize productivity and customer satisfaction.
• Takes necessary actions to address issues affecting service levels and escalates when needed.
• Coordinates with Workforce Schedulers and Planners to adjust schedules based on real-time demand.
• Collaborates with other departments to resolve issues affecting operational performance.
• Provides operational insights to Service Delivery based on Time Doctor, Workgenda, and other WFM tools.
• Adheres to company policies and participates in training for continuous learning.
• Maintains a positive, empathetic, and professional attitude toward customers and colleagues.
• Meets or exceeds performance targets for related KPI’s.
• Performs other duties as assigned.

Skills

Strong communication

Excel/Google Sheets

Verint/IEX/Playvox

Tools

Verint

IEX

Playvox

Job description

SupportNinja in Clark, Pampanga is hiring a Real-Time Analyst to monitor real-time operations and optimize staffing and routing to meet SLAs. You will analyze live data, provide insights to improve team performance, and work closely with WFM and Service Delivery teams.

This is an on-site, full-time role starting September 21, 2026, with company-provided equipment. Ideal candidates will have 1 year of relevant experience, strong communication skills, and proficiency with Verint/IEX/Playvox and