Real Time Analyst

InteLogix; Pasig; In loco; PHP 420.000 - 660.000; Tempo pieno

Descrizione del lavoro

InteLogix in the Philippines seeks a Real-Time Operations Analyst to monitor intraday performance, safeguard service levels, and drive quick, informed decisions during shifting conditions.

You will coordinate with the operations team, interpret WFM and ACD dashboards, and implement actions to keep staffing aligned with demand, while providing timely intraday recaps and alerts.

Competenze

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

Mansioni

• Monitor real-time queues, staffing vs plan, adherence and service level.
• Take intraday actions to protect service level (breaks, overtime, skilling, VTO).
• Communicate real-time alerts to Operations promptly.
• Log and analyse intraday events; provide daily recaps.
• Manage adherence and real-time exception tracking.
• Reforecast intraday and flag risks as conditions change.

Conoscenze

Intraday experience

Service level knowledge

Decision-making

Staffing dynamics

Strumenti

NICE IEX

Verint

Genesys

Aspect

Excel

Descrizione del lavoro

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.