Real Time Analyst

IntouchCX; Cebu City; On-site; PHP 279,000 - 424,000; Full time

Job summary

IntouchCX in Cebu City is seeking a Real Time Analyst to monitor and optimize real-time performance across teams, interpreting contact center data and forecasting volumes to adjust staffing for client needs. The role focuses on scheduling, call queues, and timely data reporting.

The ideal candidate will have strong MS Word/Excel skills, sharp attention to detail, and the ability to multitask in a dynamic environment while collaborating with management, team leads, and staff to ensure accurate,

Qualifications

• High school diploma or equivalent (required).
• Some post-secondary or completion of post-secondary schooling (preferred).
• Proficient in MS Word and Excel.
• Strong analytical and problem-solving skills.
• Excellent data entry accuracy and attention to detail.

Responsibilities

• Evaluate large amounts of data.
• Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members.
• Adjust staffing and scheduling according to changing needs of the business.
• Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients.
• Monitor schedules and elevate issues regarding attendance adherence.
• Work with team members to ensure they know their statistics related to the schedule.

Skills

Analytical skills

Communication skills

Multitasking

Data entry accuracy

Adaptability

Education

High school diploma or equivalent

Some post-secondary schooling (preferred)

Tools

MS Word

MS Excel

Job description

About the Job

We’re looking for a Real Time Analyst (RTA) to be responsible for monitoring, communicating and making changes that positively affect the real-time performance of our team members. The ideal person will have a good understanding of how contact center functions including scheduling, call queues and forecasting volumes by half-hour segments.

As Real Time Analyst, You Will…

• Evaluate large amounts of data
• Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members
• Adjust staffing and scheduling according to changing needs of the business
• Solicit extra hours or voluntary time off from where applicable, to ensure staffing meets forecasted volumes to clients
• Monitor schedules and elevate issues regarding attendance adherence
• Work with team members to ensure they know their statistics related to the schedule

As Real Time Analyst, You Have…

• High school diploma or equivalent (required)
• Some post-secondary or completion of post-secondary schooling (preferred)
• Good communication skills
• Advanced knowledge of MS Word and Excel
• Adaptability to learn a variety of software programs
• A high level of accuracy with regards to data entry
• Strong analytical and problem solving skills
• Willingness to learn and adapt to working in a new environment
• The ability to multitask and self-manage your work day