Real Time Analyst

MicroSourcing; Cagayan de Oro; On-site; PHP 391,000 - 725,000; Full time

Job summary

MicroSourcing in the Philippines invites you to join as a Real Time Analyst. Onsite night shift at SM CDO, Cagayan De Oro City, you will monitor queues across channels, manage SLAs and adjust agent assignments to protect service levels.

You will track adherence in real time, coordinate with operations to fix schedule leaks, and handle incidents during downtimes. Strong analytical skills and experience with WFM tools are required, with opportunities for growth.

Qualifications

• 1–2+ years of WFM experience in real-time management.
• Hands-on with NICE, Verint, or Aspect and ACD systems like Avaya/Genesys.
• Strong problem-solving and quick routing/staffing decisions.
• Advanced Excel skills (LOOKUPs, pivot tables, formulas).
• Clear written and verbal communication for stakeholders on the floor.

Responsibilities

• Real-Time Queue & SLA Management: Monitor queues across channels and adjust agent skills to protect service levels and reduce customer wait times.
• Schedule Adherence Tracking: Monitor agent states in real time, flag non-adherence, and partner with Operations leaders to fix schedule leaks.
• Incident & Outage Management: Act as the first point of contact during system downtimes, coordinating quick fixes and sending out alert updates.
• Intraday Balancing & Exceptions: Update schedules for offline activities, shift breaks based on volume, and track same-day shrinkage and absences.
• Trend Analysis & Feedback: Spot volume and handling time variances against forecasts, sharing root causes with planners and schedulers.
• Performance Reporting: Deliver daily and intraday reports on SLA, abandon rates, occupancy, and shrinkage to operations and clients.

Skills

Real-Time Mgmt

Queue Monitoring

WFM Experience

Excel Proficiency

Communication Skills

Scheduling

Tools

NICE

Verint

Aspect

Avaya

Genesys

Power BI

Tableau

Looker Studio

SQL

VBA

Job description

Discover your 100% YOU with MicroSourcing!

Position: Real Time Analyst

Location: SM CDO, Cagayan De Oro City

Work setup & shift: Onsite | Night Shift

Why join MicroSourcing?

You'll Have

Competitive Rewards

Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses

A Collaborative Spirit

Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

Work-Life Harmony

Enjoy the balance between work and life that suits you with flexible work arrangements.

Career Growth

Take advantage of opportunities for continuous learning and career advancement.

Inclusive Teamwork

Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Real Time Analyst, you will:

• Real-Time Queue & SLA Management: Monitor queues across all channels and adjust agent skills to protect service levels and reduce customer wait times.
• Schedule Adherence Tracking: Monitor agent states in real time, flag non-adherence, and partner with Operations leaders to fix schedule leaks.
• Incident & Outage Management: Act as the first point of contact during system downtimes, coordinating quick fixes and sending out alert updates.
• Intraday Balancing & Exceptions: Update schedules for offline activities, shift breaks based on volume, and track same-day shrinkage and absences.
• Trend Analysis & Feedback: Spot volume and handling time variances against forecasts, sharing root causes with planners and schedulers.
• Performance Reporting: Deliver daily and intraday reports on SLA, abandon rates, occupancy, and shrinkage to operations and clients.

What You Need

Non-negotiables

• 1–2+ Years WFM Experience: Proven background in real-time management or queue monitoring within a contact center or BPO.
• WFM & ACD Software Skills: Hands-on experience with platforms like NICE, Verint, or Aspect, plus ACD systems like Avaya or Genesys.
• Quick Problem-Solving: Ability to make fast, accurate routing and staffing decisions during unexpected volume spikes.
• Excel Competency: Comfortable using lookups, pivot tables, and formulas to analyze daily queue performance.
• Clear Communication: Strong verbal and written skills to alert stakeholders and push for adherence on the floor.

Preferred Skills/expertise

• Experience managing multi-channel queues (calls, chats, and back-office emails simultaneously).
• Familiarity with BI dashboards like Power BI, Tableau, or Google Looker Studio.
• Basic understanding of Erlang-C staffing models and capacity forecasting.
• Foundational skills in SQL, VBA macros, or automation tools.

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply