Real Time Analyst

ResultsCX; Manila; On-site; PHP 502,000 - 725,000; Full time

Job summary

ResultsCX is recruiting a Real Time Analyst in Pasig, Philippines to monitor performance across multiple call queues in real time and ensure planned coverage is met. You will oversee service levels, occupancy, and key metrics, taking actions to help achieve client and internal targets.

This role requires sharp analytical thinking, strong communication, and a collaborative approach. You will partner with Global Resource Planners, provide real-time leadership to LRPs, and deliver KPI reporting to

Qualifications

• Analytical mindset with focus on data-driven decisions.
• Excellent attendance and reliability in shift work.
• Strong written and verbal communication skills.
• Attention to detail and accuracy in reporting.
• Team player with collaborative mindset.
• Proven problem-solving abilities.

Responsibilities

• Monitor multiple call queues in real time.
• Watch staffing levels to meet coverage targets.
• Track real-time metrics: SLA, ASA, Schedule Adherence.
• Manage occupancy, AHT, and After Call Work against thresholds.
• Provide outage and crisis management communications.
• Oversee interval, daily, weekly, monthly plans.
• Provide KPI reporting to client and Results teams.
• Develop and implement KPI action plans to improve performance.
• Coordinate with Global Resource Planners for staffing.
• Provide real-time skilling adjustments.
• Serve as main contact between Results and Client Partners.
• Lead Local Resource Planners in intraday staffing.

Skills

Analytical mind

Excellent attendance

Written and verbal communication

Attention to detail

Team player

Problem solving

Microsoft Excel

Microsoft Outlook

Microsoft Word

PowerPoint

OneNote

Tools

Microsoft Excel

Microsoft Outlook

Microsoft Word

PowerPoint

OneNote

Job description

Job Description

Full Location: Pasig - PH

Real Time Analyst

The Real Time Analyst is responsible for monitoring statistics, staffing adherence, list penetration and client key performance indicators. The Real Time Analyst must take actions to ensure the enterprise achieves its clients and internal bill to pay goals.

In This Role You Will

• Manage multiple call queues in real time.
• Watch staffing levels at each site to ensure planned coverage is met on the interval level.
• Manage numerous real-time metrics such as: Service Level, Average Speed of Answer, Schedule
• Adherence, Occupancy, Average Handle Time, and After Call Work against a matrix of defined thresholds.
• Provide outage and crisis management (Facilitating communications between IT teams and site management.)
• Manage Interval, daily, weekly and monthly plan objectives
• Provide Key Performance Indicator – (KPI) reporting to Client and Results management teams
• Develop and Implement KPI Action Plans to drive performance goals.
• Work closely with the Global Resource planners (forecasting and scheduling) to ensure optimal staffing coverage on daily and weekly basis.
• Provide real-time skilling adjustments.
• Serve as the main contact point between Results and our Client Partners.
• Provide real-time leadership to Local Resource Planners (LRPs) assisting the enterprise in managing the intraday staffing requirements.

We Are Looking For Someone Who Has

• An analytical mind set.
• Excellent attendance.
• Strong written and verbal communications skills
• Strong attention to detail
• A team player mindset
• Exceptional problem solving skills
• Proficiency in Microsoft Office applications such as Excel, Outlook, Word and Powerpoint & One Note knowledge is a plus.

About ResultsCX

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX's 30+-year track record for reimagining the customer experience to meet consumers' evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.