Real-Time Analyst

Manatal; Parañaque; On-site; PHP 350,000 - 700,000; Full time

Job summary

Manatal in the Philippines is seeking a Real-Time Analyst (RTA) to monitor and optimize real-time contact center performance across multiple streams. You will collaborate with Operations, Scheduling, Capacity Planning, and Reporting teams to proactively identify risks and adjust staffing to meet service targets.

The role requires experience in real-time workforce management within a multi-skilled center, strong analytical skills, and proficiency with WFM tools like NICE CXone and Verint.

Qualifications

• Bachelor's degree preferred but not required.
• Experience in real-time workforce management within a multi-skilled contact center environment.
• Experience supporting Inbound Voice, Outbound, and Administrative workstreams.
• Experience using Workforce Management and contact center technologies.
• Proficiency in Microsoft Excel, Workforce Management applications, and contact center reporting tools.
• Working knowledge of intraday workforce management, forecasting and scheduling concepts, capacity planning principles, and contact center operational metrics.

Responsibilities

• Real-Time Performance Management across channels.
• Monitor real-time performance across Inbound Voice, Outbound, and Administrative workstreams.
• Monitor SLA, ASA, Queue Performance, Abandon Rate, AHT, Occupancy, Availability, and Schedule Adherence.
• Identify performance trends and communicate service risks and actions.
• Intraday Workforce Management: monitor forecast vs staffing and variances.
• Execute intraday staffing adjustments including breaks, overtime, VTO, and reallocations.
• Provide timely operational updates and escalate risks with recommendations.
• Collaborate with leaders to implement recovery plans during service-impacting events.
• Prepare intraday reports covering SLA, ASA, Queue, Staffing Variance, Schedule Adherence, Occupancy.
• Maintain records of decisions and staffing adjustments.
• Drive process improvements with Forecasting, Scheduling, Capacity Planning, and Operations.

Skills

Analytical thinking

Decision-making under pressure

Strong communication skills

Attention to detail

Time management

Stakeholder management

Adaptability

Problem-solving

Team collaboration

Customer-focused mindset

Education

Bachelor's degree (preferred)

Tools

NICE CXone WFM

NICE IEX

Verint

Calabrio

Genesys WFM

Job description

Job Description

Real-Time Analyst (RTA)

Department: Workforce Management (WFM)

Reports To: Senior Workforce Manager

Position Summary

The Real-Time Analyst (RTA) is responsible for monitoring and managing real-time contact center performance to ensure operational targets are achieved. This role partners closely with Operations, Scheduling, Capacity Planning, and Reporting teams to proactively identify service risks, optimize staffing, and maintain service levels across multiple business functions within a multi-skilled environment.

Key Responsibilities

• Real-Time Performance Management
• Monitor real-time performance across Inbound Voice, Outbound, and Administrative workstreams.
• Monitor Service Level (SLA), Average Speed of Answer (ASA), Queue Performance, Abandon Rate, Average Handle Time (AHT), Occupancy, Agent Availability, and Schedule Adherence.
• Identify performance trends and proactively communicate service risks and recommended actions.
• Intraday Workforce Management
• Monitor actual performance against forecast and staffing plans.
• Analyze variances in contact volume, AHT, staffing, and shrinkage.
• Execute approved intraday staffing adjustments including break and lunch optimization, offline activity management, overtime, VTO, skill movement, resource reallocation, and administrative work balancing.
• Recommend tactical actions to maintain operational performance and achieve service targets.
• Operational Communication
• Provide timely operational updates to Operations and Workforce Management stakeholders.
• Escalate service risks with supporting analysis and recommendations.
• Collaborate with Operations leaders to implement recovery plans during service-impacting events.
• Reporting and Analysis
• Prepare and distribute accurate intraday reports covering Service Level, ASA, Queue Performance, Staffing Variance, Schedule Adherence, Occupancy, Interval Performance, and Intraday Staffing Actions.
• Maintain accurate records of operational decisions and staffing adjustments.
• Continuous Improvement
• Support initiatives that improve workforce efficiency and operational performance.
• Identify opportunities to reduce staffing leakage and improve resource utilization.
• Partner with Forecasting, Scheduling, Capacity Planning, and Operations teams to drive continuous process improvement.
• Key Performance Indicators (KPIs)
• Service Level Achievement
• Average Speed of Answer (ASA)
• Schedule Adherence
• Occupancy
• Staffing Optimization
• Queue Stability
• Accuracy and Timeliness of Reporting
• Effectiveness of Intraday Decision Making

Qualifications

Education

Bachelor's degree preferred but not required.

Experience

Experience in real-time workforce management within a multi-skilled contact center environment.

Experience supporting Inbound Voice, Outbound, and Administrative workstreams.

Experience using Workforce Management and contact center technologies.

Technical Skills

Experience with Workforce Management solutions such as NICE CXone WFM, NICE IEX, Verint, Calabrio, Genesys WFM, or other workforce management platforms.

Proficiency in Microsoft Excel, Workforce Management applications, and contact center reporting tools.

Working knowledge of intraday workforce management, forecasting and scheduling concepts, capacity planning principles, and contact center operational metrics.

Core Competencies

• Analytical thinking
• Decision-making under pressure
• Strong communication skills
• Attention to detail
• Time management and prioritization
• Stakeholder management
• Adaptability
• Problem-solving
• Team collaboration
• Customer-focused mindset

Working Conditions

Willingness to work a rotating schedule, including weekends and public holidays, based on business requirements.

Ability to support a 24/7 contact center environment.

Success Measures

• Proactively identifies and mitigates service risks.
• Delivers accurate and timely intraday reporting.
• Optimizes staffing resources to meet operational targets.
• Binds effective partnerships with Operations and Workforce Management teams.
• Makes sound, data-driven decisions in a fast-paced, multi-skilled contact center environment.