Real Time Analyst

Intelegencia; Metro Manila; On-site; PHP 350,000 - 550,000; Full time

Job summary

Intelegencia is seeking a Real-Time Analyst to monitor agent performance, manage intraday adjustments, and deliver actionable insights to keep service levels meeting targets in a fast-paced contact-center environment.

You will analyze statistics, collaborate with operations and workforce teams, and contribute to forecasting and capacity planning with real-time data. The ideal candidate has 2–3 years in operations, proficiency in RCA and data visualization, and strong communication skills.

Qualifications

• Bachelor’s degree in Business, Operations Management, or related field, or equivalent work experience.
• 2-3 years of experience managing operations within customer service, eCommerce, or similar lines of business.
• Strong understanding of workforce management methodologies, including RCA, Pareto analysis, and data visualization tools.
• Experience in maintaining, analyzing, and reporting operational statistics.
• Solid understanding of key performance and penalty-driven metrics.
• Proficiency in MS Office and Google Workspace.
• Knowledge of call center metrics such as AHT, Service Level, Occupancy, and Adherence.
• Strong leadership, analytical, problem-solving, and decision-making skills.
• Excellent verbal and written communication skills.
• Ability to work effectively in a fast-paced, dynamic, and changing environment.
• Strong organizational skills with the ability to manage multiple tasks accurately and on time.
• Intermediate mathematical skills.
• Working knowledge of quality and process improvement tools such as DMAIC and RCA.
• Understanding of profit and loss concepts.
• Auditing, process documentation, project management, and people management skills.

Responsibilities

• Monitor real-time agent performance across multiple channels.
• Implement intraday adjustments such as schedule changes and breaks.
• Analyze data and prepare performance, variance, and trend reports.
• Collaborate with operations and workforce teams to address staffing or performance gaps.
• Identify, escale, and help mitigate risks impacting service levels.
• Support forecasting and capacity planning with real-time insights.

Skills

RCA

Pareto analysis

Data visualization

MS Office

Google Workspace

Call center metrics

Leadership

Analytical skills

Communication skills

Time management

Education

Bachelor’s degree

Equivalent experience

Tools

DMAIC

RCA

Excel

Google Sheets

Job description

The Real-Time Analyst (RTA) is responsible for monitoring, analyzing, and reporting workforce performance to ensure service level targets are consistently met. This role plays a critical part in real-time operations management, providing actionable insights, and supporting operational efficiency in a fast-paced environment.

Key Responsibilities

• Monitor real-time agent performance, including schedule adherence, queue volumes, and service levels across multiple channels
• Implement and recommend intraday adjustments such as schedule changes, break movements, and overtime to meet operational targets
• Analyze operational data and prepare timely performance, variance, and trend reports for stakeholders
• Collaborate closely with operations and workforce teams to address staffing or performance gaps
• Identify, escale, and help mitigate risks that may impact service levels or client commitments
• Support forecasting and capacity planning efforts by validating forecasts and improving scheduling accuracy through real-time insights

Required Qualifications

• Bachelor’s degree in Business, Operations Management, or a related field, or equivalent work experience
• 2-3 years of experience managing operations within customer service, eCommerce, or similar lines of business
• Strong understanding of workforce management methodologies, including RCA, Pareto analysis, and data visualization tools
• Experience in maintaining, analyzing, and reporting operational statistics
• Solid understanding of key performance and penalty-driven metrics
• Proficiency in MS Office and Google Workspace
• Knowledge of call center metrics such as AHT, Service Level, Occupancy, and Adherence
• Strong leadership, analytical, problem-solving, and decision-making skills
• Excellent verbal and written communication skills
• Ability to work effectively in a fast-paced, dynamic, and changing environment
• Strong organizational skills with the ability to manage multiple tasks accurately and on time
• Intermediate mathematical skills
• Working knowledge of quality and process improvement tools such as DMAIC and RCA
• Understanding of profit and loss concepts
• Auditing, process documentation, project management, and people management skills