Real Time Analyst

FPS Innovation Labs; Davao City; On-site; PHP 391,000 - 580,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Career growth opportunities

Job summary

FPS Innovation Labs in Davao City, Philippines is seeking a Real Time Analyst to monitor intraday performance and adjust staffing across voice, chat, and email channels.

You will track KPIs, coordinate with Team Leads, and provide real-time updates to stakeholders to support continuous operations and timely reporting.

A Bachelor’s degree and 1–2 years in real-time analytics or call center operations are preferred, with experience in Verint, NICE, Genesys, or similar tools highly valued.

Qualifications

• Bachelor’s degree in Business, Operations, or a related field.
• 1–2 years of experience in real-time analysis, workforce management, or call center operations.
• Proficiency with workforce management tools such as Verint, NICE, Genesys, Aspect, or Five9.

Responsibilities

• Monitor real-time queue performance, call volume, and agent availability across multiple channels (voice, chat, email).
• Make intraday schedule adjustments (breaks, lunches, overtime, early release) to optimize staffing coverage.
• Track and report intraday KPIs such as Service Level, AHT, Adherence, Occupancy, and Shrinkage.
• Coordinate with Team Leads and Operations to align staffing and performance gaps.
• Provide real-time updates to stakeholders on operational performance and critical incidents.
• Identify trends in call volume or agent behavior and escalate when necessary.
• Assist WFM team in preparing daily, weekly, and monthly reports.
• Maintain accurate documentation of real-time actions and outcomes.
• Collaborate with Scheduling and Forecasting Analysts to improve WFM planning.

Skills

Analytical thinking

Problem-solving

Communication skills

Collaboration skills

Education

Bachelor's degree in Business/Operations/related field

Tools

Verint

NICE

Genesys

Aspect

Five9

Job description

Workforce Management

• Davao, Philippines
• Onsite

Real Time Analyst

Keep operations running smoothly and performance on track. Join our team today and unleash your full potential!

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission

To create conditions within which people can thrive!

Duties And Responsibilities

• Monitor real-time queue performance, call volume, and agent availability across multiple channels (voice, chat, email, etc.)
• Make intraday schedule adjustments (breaks, lunches, overtime, early release) to optimize staffing coverage
• Track and report intraday KPIs such as Service Level, Average Handle Time (AHT), Adherence, Occupancy, and Shrinkage
• Coordinate with Team Leads and Operations to ensure proper alignment on staffing and performance gaps
• Provide real-time communication and updates to stakeholders regarding operational performance and critical incidents
• Identify trends and patterns in call volume or agent behavior and escalation when necessary
• Support WFM team in the preparation of daily, weekly, and monthly reports
• Maintain accurate and timely documentation of real-time actions and outcomes
• Collaborate with Scheduling and Forecasting Analysts to improve overall WFM planning

Qualifications

• Bachelor’s degree in Business, Operations, or a related field
• At least 1–2 years of experience in a real-time analyst, workforce management, or call center operations role
• Proficiency in workforce management tools (e.g., Verint, NICE, Genesys, Aspect, Five9, or similar)
• Strong analytical and problem-solving skills with attention to detail
• Excellent communication and collaboration skills
• Ability to work under pressure in a fast-paced, dynamic environment
• Flexible to work different shifts, including weekends or holidays if needed

Preferred Skills

• Knowledge of contact center metrics and KPIs
• Experience in BPO, customer service, or tech support environments
• Advanced Excel or Google Sheets skills
• Familiarity with reporting tools or dashboards (e.g., Tableau, Power BI)

Department

Workforce Management

Location

Davao, Philippines