Real Time Analyst

EST GC Services International, LLC - Philippine Branch; Pasig; Hybrid; PHP 446,000 - 558,000; Full time

Job summary

InteLogix is seeking a real-time intraday specialist to monitor queues, manage staffing against plan, and protect service levels. You will use WFM dashboards (NICE IEX, Verint, Genesys, Aspect) to log events and trigger swift actions.

The role requires 1–2 years in intraday or command-centre work in a contact centre, with strong Excel skills and the ability to make fast decisions under pressure. Join a global team delivering superior customer experiences.

Qualifications

• 1-2+ years in a real-time, intraday or command-centre role in a contact centre.
• Understanding of service level, occupancy, adherence and staffing dynamics.
• Ability to make fast, sound decisions under pressure.

Responsibilities

• Monitor real-time queues, staffing versus plan, adherence and service level.
• Take intraday actions - breaks, offline activity, skilling, overtime and VTO - to protect service level.
• Communicate real-time alerts and escalations to Operations promptly.
• Log and analyse intraday events; provide same-day and next-day recaps.
• Manage adherence and real-time exception tracking.
• Reforecast intraday and flag risks to the plan as conditions change.

Tools

NICE IEX

Verint

Genesys

Aspect

Excel

Job description

Who we are: InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

Key Responsibilities

• Monitor real-time queues, staffing versus plan, adherence and service level.
• Take intraday actions - breaks, offline activity, skilling, overtime and VTO - to protect service level.
• Communicate real-time alerts and escalations to Operations promptly.
• Log and analyse intraday events; provide same-day and next-day recaps.
• Manage adherence and real-time exception tracking.
• Reforecast intraday and flag risks to the plan as conditions change.

Required Qualifications & Experience

• 1-2+ years in a real-time, intraday or command-centre role in a contact centre.
• Understanding of service level, occupancy, adherence and staffing dynamics.
• Ability to make fast, sound decisions under pressure.

Technical Skills & Tools

• Real-time WFM/RTA tools and ACD/telephony dashboards (e.g., NICE IEX, Verint, Genesys, Aspect).
• Intermediate Excel.

Key Competencies

• Composure under pressure
• Fast decision making
• Clear communication
• Vigilance
• Sense of urgency.

Success Metrics (KPIs)

• Intraday service level protection
• Adherence
• Speed of escalation & response
• Accuracy of intraday reforecasts.

As a leading provider of human capital solutions, we help our clients and their people navigate the complexity of health, wealth and HR. We combine data-driven, consumer-centered technology with personalized care and service to deliver a superior customer experience. Our dedicated colleagues across 19 global centers help 23 million people and their 11 million family members simplify work and life, both now and in the future. We are reimagining how people and organizations thrive.