Real-Time Analyst

MicroSourcing; Parañaque; On-site; PHP 420,000 - 780,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Career growth opportunities

Flexible work arrangements

Job summary

MicroSourcing is hiring a Real-Time Analyst to monitor and optimize real-time performance across inbound, outbound, and administrative workstreams at Harton Corporate Center in Parañaque City. This onsite role involves shifting schedules and close collaboration with Operations and WFM leadership.

Ideal candidates will have hands-on experience in real-time workforce management, proficiency with major WFM platforms, and strong Excel-based reporting skills.

Qualifications

• Proven experience in real-time workforce management within a multi-skilled contact center environment.
• Hands-on experience supporting Inbound Voice, Outbound, and Administrative workstreams.
• Proficiency in major Workforce Management platforms and reporting tools.

Responsibilities

• Monitor real-time performance metrics across multiple workstreams and channels.
• Analyze intraday variances to identify volume spikes and staffing gaps.
• Execute tactical staffing adjustments including breaks, reallocations, overtime, and VTO.
• Communicate operational updates and recovery plans to leadership.
• Produce intraday reporting on interval performance and staffing actions.

Skills

Real-time workforce management

Analytical skills

Stakeholder management

Communication skills

Education

Bachelor's degree in business/IT/mathematics or relevant field

Tools

NICE CXone WFM

NICE IEX

Verint

Calabrio

Genesys WFM

Microsoft Excel

Job description

Discover your 100% YOU with MicroSourcing!

Position: Real-Time Analyst

Location: Harton Corporate Center, Parañaque City

Work setup & shift: Onsite I Shifting Schedule

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Real-Time Analyst (RTA), you will:

• Monitor real-time performance metrics (SLA, ASA, AHT, Queue Stability, Occupancy, and Schedule Adherence) across Inbound Voice, Outbound, and Administrative workstreams.
• Analyze intraday variances between actual performance and forecasts to identify volume spikes, staffing gaps, and shrinkage trends.
• Execute tactical staffing adjustments including break optimization, skill reallocations, offline activity management, overtime, and VTO to meet operational targets.
• Communicate timely operational updates, service risk escalations, and actionable recovery plans to Operations and WFM leadership.
• Produce and distribute accurate intraday reporting on interval performance, staffing actions, and key contact center metrics.

What You Need

Non-negotiables

• Proven experience in real-time workforce management within a multi-skilled contact center environment.
• Hands-on experience supporting Inbound Voice, Outbound, and Administrative workstreams.
• Proficiency in major Workforce Management platforms (e.g., NICE CXone WFM, NICE IEX, Verint, Calabrio, or Genesys WFM).
• Strong analytical proficiency in Microsoft Excel and contact center reporting tools.
• Solid understanding of intraday management, forecasting/scheduling concepts, capacity planning principles, and operational metrics.

Preferred Skills/expertise

• Bachelor's degree in any business, IT, mathematics, or relevant field.
• Strong decision-making skills under pressure with a track record of driving queue stability during high-volume spikes.
• Excellent stakeholder management and communication skills to collaborate effectively with Operations leaders.
• Ability to identify opportunities for reducing staffing leakage and optimizing resource utilization.
• Flexibility to support a 24/7 contact center operation, including rotating shifts, weekends, and public holidays.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply