Onsite Real-Time Operations Analyst – Makati

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

Benefits offered by this job

Career development

Health & wellness

Training workshops

Team culture

Employee assistance

Job summary

Teleperformance is seeking a Real Time Analyst for our Makati City site. This full-time, on-site role focuses on monitoring real-time contact center performance and delivering actionable insights to meet service levels.

You will track KPIs, identify trends, and support management decisions to ensure efficient operations and excellent customer experiences. The ideal candidate has proven Real Time Analyst experience, strong data analysis skills, and proficiency in Excel and reporting tools, with

Qualifications

• Proven experience as a Real Time Analyst or similar in a contact center.
• Strong data analysis skills and KPI knowledge.
• Familiar with service level adherence, shrinkage, and real-time dashboards.
• Proficiency with Excel and reporting tools.
• Excellent communication and attention to detail.

Responsibilities

• Monitor real-time performance metrics and dashboards to track service levels and wait times.
• Analyze data to identify trends, bottlenecks and improvement opportunities.
• Provide timely updates to management and team leads.
• Generate daily, weekly and monthly performance reports with analysis and recommendations.
• Support scheduling and workforce management with insights on staffing needs.

Skills

Real Time Analyst experience

Data analysis

KPIs & service levels

Excel proficiency

Strong communication

Attention to detail

Problem solving

Cross-functional collaboration

Work under pressure

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Excel

Reporting software

Job description

Teleperformance is seeking a Real Time Analyst for our Makati City site. This full-time, on-site role focuses on monitoring real-time contact center performance and delivering actionable insights to meet service levels.

You will track KPIs, identify trends, and support management decisions to ensure efficient operations and excellent customer experiences. The ideal candidate has proven Real Time Analyst experience, strong data analysis skills, and proficiency in Excel and reporting tools, with