Real Time Analyst

Confidential Careers; Metro Manila; On-site; PHP 180,000 - 240,000; Full time

Job summary

Confidential Careers is seeking a Real Time Analyst to monitor and analyse real-time operations performance, verify attendance, and produce intraday reporting to ensure service levels are met. The role requires strong analytical skills, knowledge of WFM, and clear communication with Operations leaders.

You will support frontline teams and coordinate with team leads in a fast-paced contact center environment.

Qualifications

• Analytical and problem-solving skills to quickly interpret real-time data.
• Solid understanding of contact center operations and workforce management.
• Experience creating performance and post-mortem reports.
• Strong written and spoken English, able to communicate intraday challenges clearly.

Responsibilities

• Monitor real-time metrics such as attendance, schedule adherence, AHT, and ACD to ensure proper staffing and SLA compliance.
• Provide real-time performance reports and post-mortem analyses to Operations leaders on a regular cadence.
• Proactively communicate intraday challenges and support required actions with operations teams.
• Collaborate with team leaders and frontline staff to maintain smooth operations.

Skills

Analytical skills

WFM knowledge

Data reporting

Communication skills

Fast-paced work

Job description

-As a Real Time Analyst you use your expertise to monitor and analyse real time/ intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met.

List of Functional Responsibilities

• Monitor real time metrics (attendance & schedule adherence, average handle time- AHT, automatic call distribution- ACD- talk time, after call work- ACW) to ensure proper staffing levels and compliance with the account’s service level agreements
• Provide real-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadence
• Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actions
• Support communication with team leaders and frontline team members

Years of relevant experience

-8+ months of work experience in contact center; workforce management experience is a plus.

Technical/Niche skillset required

• Analytical & Problem-Solving Skills: This is the most critical skill. The candidate must be able to quickly analyze real-time data and metrics like Average Handle Time (AHT) and schedule adherence. They need to identify issues (e.g., staffing shortages, long hold times) and understand their impact on service level agreements (SLAs).
• Operational & Workforce Management Knowledge: A solid understanding of contact center operations is essential. This includes familiarity with key metrics like those listed (ACD, ACW, AHT) and an understanding of how they affect performance. Experience with workforce management principles is a significant plus.
• Data & Reporting Skills: The role requires monitoring data and producing reports. The candidate must be comfortable using reporting tools to provide performance reports and post-mortem analysis to team leaders and operations management.
• Communication Skills: The candidate must be able to proactively and clearly communicate intraday challenges to operations leaders. They need to provide updates and support required actions in a fast‑paced environment. Strong written and oral English at a B1‑B2 level is a requirement.
• Ability to work in a fast-paced environment: This is a key behavioral competency. The role is dynamic and requires quick thinking and the ability to manage multiple priorities simultaneously to address real‑time issues as they arise.

List of soft skills required

• Knowledge of real time monitoring and reporting
• Analytical and problem solving skills
• Ability to work in a fast paced environment
• Ability to solve problems in straightforward situations, analyzing possible solutions from experience, judgement and precedents