Real Time Analyst

MicroSourcing; Manila; On-site; PHP 558,000 - 893,000; Full time

Benefits offered by this job

Healthcare coverage day one

Dependents coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Real Time Analyst to monitor and optimize real-time and intra-day queues, service levels, and agent adherence across a work-from-home setup in the Philippines. The role requires strong data accuracy and the ability to adjust staffing dynamically in response to volume shifts.

You will work with enterprise WFM concepts and multi-channel queues, communicating trends clearly to leadership while escalations are handled promptly.

Qualifications

• Real-Time Queue Management experience in contact centers.
• Monitor intra-day service levels, queue metrics, and response times.
• High data accuracy in workforce performance reporting.
• Strong problem-solving and escalation capabilities.
• Clear verbal and written communication of technical data.

Responsibilities

• Monitor real-time and non-real-time queues, service levels, and agent schedule adherence.
• Adjust daily staffing schedules based on volume spikes or business shifts.
• Offer extra hours or VTO to balance headcount with forecasted volume.
• Maintain and validate large datasets with high accuracy.
• Communicate daily performance trends to managers and leadership.
• Work with agents and team leads on adherence and schedules.
• Escalate outages, system bugs, or staffing deficits promptly.

Skills

Real-Time Queue Management

Schedule Adherence Tracking

Data Integrity & Accuracy

Problem-Solving & Escalation

Clear Communication

Multi-Channel Queues

Tools

Verint

NICE IEX

Genesys

Aspect

Excel

Job description

Discover your 100% YOU with MicroSourcing!

Position: Real Time Analyst

Work setup & shift: Work From Home | Shifting Schedule

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses*
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Real Time Analyst, you will:

• Monitor real-time and non-real-time queues, service levels, and agent schedule adherence.
• Adjust daily staffing schedules dynamically based on volume spikes, shrinkages, or business shifts.
• Offer extra hours or voluntary time off (VTO) to balance agent headcount against forecasted volume.
• Maintain, analyze, and validate large datasets with high accuracy and integrity under tight timeframes.
• Communicate daily performance trends, metrics, and intra-day updates clearly to team managers and leadership.
• Work with individual agents and team leads to keep staff informed of their adherence and schedule statistics.
• Escalate technical outages, system bugs, or major staffing deficits immediately through proper channels.

What you need

• Real-Time Queue Management: Proven experience tracking intra-day service levels, queue metrics, and response times in a contact center environment.
• Schedule Adherence Tracking: Direct experience monitoring and managing real-time agent schedule adherence.
• Data Integrity & Accuracy: High precision in compiling, analyzing, and reporting workforce performance numbers.
• Problem-Solving & Escalation: Ability to identify operational bottlenecks quickly and execute escalation procedures for tech or staffing issues.
• Clear communication: Excellent verbal and written skills to present technical data concisely to managers and agents.

Preferred Skills/experience

• Practical experience with enterprise WFM platforms (e.g., Verint, NICE IEX, Genesys, or Aspect).
• Proficiency in advanced Excel or Google Sheets for intra-day trend analysis.
• Understanding of contact center forecasting, shrinkage, and staffing formulas (such as Erlang C).
• Prior experience handling multi-channel queues (Voice, Email, Chat, and Messaging).

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions