Real Time Analyst

Jobtailor; Cebu City; On-site; PHP 167,400 - 279,000; Full time

Job summary

Jobtailor in Cebu City is seeking an operations support professional to monitor contact volume, identify performance trends, and coordinate system changes with Technology, Operations, and Management.

The role emphasizes real-time productivity, adherence to schedules, and meeting SLA/KPI targets while supporting quality management programs within the organization.

Qualifications

• Experience with WFM systems is an advantage.
• Strong analytical and reporting capabilities are required.
• Excellent English communication, both written and verbal.

Responsibilities

• Provide support to monitor contact volume and identify performance exceptions.
• Collaborate with Tech, Ops, and Management to implement system modifications.
• Assist operations to focus on real-time agent productivity and SLA adherence.
• Ensure accurate and timely agent schedules with scheduling teams.
• Support intraday business performance to meet KPIs and targets.
• Fulfill other duties to maintain quality management systems as required.

Skills

Statistical analysis

Analytical reporting

English communication

Independent worker

Team player

Education

Advanced/Higher/Graduate Diploma

Bachelor's Degree

Tools

Workforce Management Software

Job description

Responsibilities

• Provide support, through the use of technology and tools in line with agreed processes, to monitor contact volume traffic in order to identify performance exceptions requiring both short term and longer term attention.
• In collaboration with the Technology, Operations, and Management team to execute system modifications (e.g., break management, schedule updates and skillset changes) and/or issue procedural notifications based on trigger events (e.g., average handle time, volume, absenteeism, etc.).
• Assist Operations to help provide greater focus on real-time/intraday agent productivity, performance exceptions and schedule adherence.
• Ensure, in collaboration with WFM/Schedulers, accurate and timely agent schedules.
• Support Operations to help better manage intraday business performance to meet or exceed SLA and KPI targets.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Requirements

• Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
• Preferable with 2 years of working experience in the related field is required for this position.
• Knowledge in any Work Force Management Software is an advantage.
• Ability to perform statistical analysis and produce analytical and informative reports.
• Must have initiative, drive and work independently with minimum supervision and be a good team player.
• Excellent verbal and written communication skills in English and the language of supporting market.