Real Time Analyst

TSA Group; Hinoba-an; On-site; PHP 279,000 - 469,000; Full time

Job summary

TSA Group in the Philippines is seeking a Real Time Analyst to monitor call queues and adjust rosters to hit service targets. You will ensure rostering accuracy and real-time activity tracking across scheduling systems.

You will produce precise reports, identify trends, and collaborate with the workforce planner to drive data-informed decisions in a fast-paced contact centre environment.

Qualifications

• Experience with workforce planning methodologies.
• Proficient with WFP scheduling software.
• Proven ability to engage with the business and partners.
• Strong relationship-building and proactive problem-solving.
• Understanding of inbound contact center metrics.
• Proficient in Excel and office tools.

Responsibilities

• Monitor call queues in real time and adjust rosters to meet targets.
• Produce accurate reports and highlight trends for workforce planning.
• Analyze data to identify anomalies and communicate findings.

Skills

Workforce planning

Scheduling

Stakeholder engagement

Relationship building

Proactive mindset

Analytical skills

Inbound call metrics

Communication

Tools

Microsoft Excel

Microsoft Office

Job description

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At TSA Group, we design and deliver contact centre solutions for some of the world’s leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

Company Description

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Job Responsibilities

The Real Time Analyst is responsible for monitoring all call queues and ensuring adequate actions are taken on rosters to ensure target metrics are achieved. The real Time Analyst will monitor agent activities ensuring adherence to schedules and activity entries are up to date with scheduling systems.

• Maintain rosters in line with business and staff requests.Maintain real time activities for a clear view of rostering data.
• Produce highly accurate reports highlighting results across key business drivers, including trends.
• Analysis of data and reportingto identify emerging trends and anomalies, in order to communicate to workforce planner.

Qualifications

• Well versed in workforce planning methodology.
• Highly skilled with WFP scheduling software.
• Demonstrable experience of effectively engaging with the business.
• Build relationships quickly with key internal and external business partners.
• Be Proactive versus reactive in anticipating workforce needs.
• Rise to a challenge and thrive in a fast paced demanding environment.
• An understanding of Inbound Call Centre Metrics.
• Experience using Microsoft Excel.
• Experience using Microsoft office software.
• Able to demonstrate logical reasoning and the ability to communicate complex information.
• Strong analytical skills.

Additional Information

Want to know more? Check out our social media pages:
Website: https://tsagroup.com.au/
Instagram: tsa_group_
LinkedIn: https://www.linkedin.com/company/tsa-group-australia/

TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.