Real Time Analyst

Maxicare Healthcare Corporation; Makati; On-site; PHP 420,000 - 660,000; Full time

Job summary

Maxicare Healthcare Corporation in Makati is seeking a Real-Time Analyst to join our Operations/WFM team. You will monitor live queues, agent schedules, and performance metrics across channels to meet SLAs while maximizing efficiency.

You will implement intraday adjustments, coordinate with floor supervisors, and generate frequent status reports for leadership. The ideal candidate has 1–3 years in a contact center, hands-on WFM tool experience (NICE IEX, Genesys), and strong Excel skills.

Qualifications

• 1–3 years in a contact center environment, with at least 1 year in Real-Time Analyst or WFM.
• Hands-on experience with WFM tools (e.g., NICE IEX, Genesys).
• Familiarity with ACD/Contact Center platforms (Genesys, Salesforce).
• Strong working knowledge of MS Excel / Google Sheets for data tracking.

Responsibilities

• Real-Time Monitoring: monitor queues, service levels, abandonment rates, wait times across channels.
• Schedule Adherence Management: track agent state compliance and coordinate with floor supervisors.
• Intraday Tactical Adjustments: shift agents between queues, re-skill, approve/cancel offline activities, manage shrinkage.
• Incident Management: serve as first contact for outages or volume spikes, route issues to IT.
• Flash Reporting: deliver intraday updates and end-of-day summaries to leadership.

Skills

Real-Time Monitoring

Quick Decision Making

Assertive Communication

Tools

NICE IEX

Genesys

Salesforce

MS Excel/Google Sheets

Job description

Job Description:

Job Title: Real-Time Analyst

Department: Operations / Workforce Management (WFM)

Reports To: Workforce Management Manager / Operations Director

Employment Type: Full-time

Position Overview

We are looking for a highly alert, agile, and analytical Real-Time Analyst (RTA) to join our Workforce Management (WFM) team. In this role, you will be the "air traffic controller" of our contact center floor. You will monitor live queues, agent schedules, and performance metrics in real time, making split-second tactical decisions to ensure we meet our Service Level Agreements (SLAs) while maximizing operational efficiency.

Key Responsibilities

Your core focus will be managing the day-to-day, minute-by-minute operations:

• Real-Time Monitoring: Continuously monitor inbound/outbound queues, service levels, abandonment rates, and customer wait times across multiple channels (voice, chat, email).
• Schedule Adherence Management: Track agent state compliance (e.g., aux codes, talk time, wrap-up time) and coordinate directly with floor supervisors to correct real-time deviations.
• Intraday Tactical Adjustments: Execute real-time mitigation strategies, such as shifting agents between queues, re-skilling, approving or canceling offline activities (coaching, training, breaks), and managing shrinkage.
• Incident Management: Serve as the first point of contact for operational emergencies, such as system outages, telecom issues, or sudden volume spikes, routing issues to IT and alerting stakeholders.
• Flash Reporting: Deliver frequent intraday status updates and end-of-day (EOD) performance summaries to operations leadership, highlighting wins, misses, and root causes.

Required Qualifications & Skills

• Experience: 1-3 years of experience in a contact center environment, with at least 1 year specifically in a Real-Time Analyst or WFM role.
• Software Proficiency: * Hands-on experience with WFM tools (e.g., NICE IEX, or Genesys).
• Familiarity with ACD/Contact Center platforms (e.g., Genesys, or Salesforce).
• Strong working knowledge of MS Excel / Google Sheets for quick data tracking.
• Core Competencies:
• High Stress Tolerance: Ability to remain calm, focused, and decisive in a fast-paced, high-pressure environment.
• Problem Solving: Quick-thinking mindset to resolve immediate operational staffing gaps.
• Assertive Communication: Confidence to professionally challenge floor management and direct agents to maintain service levels.

Key Performance Indicators (KPIs) for the Role

Your Success In This Role Will Be Measured By

• Intraday SLA Achievement: Successfully hitting daily service level targets through effective agent positioning.
• Schedule Adherence Improvement: Driving up overall floor compliance to scheduled shifts and break times.
• Response Time: Speed of executing corrective actions during sudden volume spikes or high abandonment periods.