Real Time Analyst

IntouchCX; Manila; On-site; PHP 335,000 - 558,000; Full time

Job summary

IntouchCX is seeking a Real Time Analyst to monitor real-time performance and optimize staffing levels in a fast-paced contact center environment. The role emphasizes data-driven decision making, clear communication with management and teams, and proactive scheduling adjustments.

You will analyze volumes, attendance, and schedules, ensuring forecast accuracy and adherence while adapting to changing business needs. Strong Excel skills and attention to detail are essential.

Qualifications

• Must have high school diploma or equivalent.
• Post-secondary education preferred.
• Strong communication skills.
• Advanced MS Word and Excel skills.
• Detail-oriented with data entry accuracy.
• Strong analytical and problem-solving abilities.
• Willingness to learn new software environments.
• Ability to multitask and self-manage.

Responsibilities

• Monitor real-time performance of the team.
• Evaluate data and communicate insights to management and teams.
• Adjust staffing and scheduling as needed.
• Solicit extra hours or voluntary time off to meet forecasted volumes.
• Monitor schedules and escalate attendance issues.
• Collaborate with team to ensure awareness of statistics.

Skills

Data analysis

Clear communication

Multitasking

Adaptability

Self-management

Attention to detail

Education

High school diploma or equivalent

Some post-secondary schooling

Tools

MS Office

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 escalate 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