Real Time Analyst

Home Credit Philippines; Quezon City; On-site; PHP 300,000 - 450,000; Full time

Benefits offered by this job

HMO on Day 1

Wellness leave

Birthday leave

Mental health coverage

Internal career mobility

Performance bonus up to 20%

Job summary

Home Credit Philippines is seeking a Real Time Analyst to monitor call center queues, generate timely reports, and collaborate with stakeholders to manage metrics like service level, AWT, and Abandon Rate. The role requires proficiency in Excel, Power BI, and CCPulse/Genesys tools.

You will monitor queues, update team rosters, and coordinate with IT for any tool issues. A strong eye for detail and independent work style are essential, with up to 20% performance bonus and wellness benefits

Qualifications

• Proficient with Excel and Power BI for reporting.
• Strong data analysis and attention to detail.
• Experience with queue monitoring and WFM tools is advantageous.

Responsibilities

• Monitor call queues and manage real-time metrics.
• Produce timely reports on AWT, Abandon Rate, calls, etc.
• Coordinate with stakeholders to optimize service levels.
• Maintain team rosters and CCPulse views as required.
• Create and maintain reports using Excel and Power BI.
• Escalate IT or tool issues affecting real-time servicing.

Skills

Excel

Power BI

Queue monitoring

Data analysis

Independent work

Interpersonal communication

Tools

Genesys

CCPulse

Gen Admin

Excel/Power BI

Job description

Job Description

About the job

The Real Time Analyst is responsible for monitoring queues, maintaining reports and coordinating with stakeholders to manage call center metrics such as abandon, service level, average handling time, absenteeism, etc.

What You'll Do:

• Monitors the queue using Genesys interface and CCpulse
• Ensures accurate and timely reporting of data such as (AWT, Abandon Rate, Number of Calls etc.)
• Re-skills agents based on account needs
• Configures CCPulse view based on account holder's preference
• Ensures update of team rosters per LOB in Gen Admin is regularly done
• Coordinates with stakeholders regarding monitoring queues and working with reports
• Participates in team meetings to ensure tasks are all updated
• Creates and maintains reports using Excel and Power BI
• Coordinate with IT for issues affecting real time servicing, including but not limited to; Workstation issues, network issues, tool issues etc
• Additional tasks may be required and are not limited to the ones mentioned above.

What You Need To Have:

• Comfortable on working with Excel, PowerBi and other reporting tools
• Has a very good grasp of queue monitoring using different workforce management tools
• Knowledge in scheduling and forecasting is an advantage but not required
• Ability to perform data analysis
• High attention to detail
• Able to work independently and proactively
• Good interpersonal communication skills
• Up to 20% variable performance-based bonus
• HMO on Day 1 / HMO with dependents
• Access to mental health coverage and wellness partners
• Wellness Leave and Birthday Leave benefits
• Internal Career Mobility
  

Empower Filipinos with innovative financial solutions at Home Credit Philippines.

At Home Credit Philippines, we believe that everyone has something special to offer. Our motto "No Small Roles, Everyone is Important" is at the heart of everything we do. We think diversity makes our company better and every single job and person here plays a big part in our success.

We're all about creating a welcoming place where everyone feels valued for who they are. This means we make sure that everyone, no matter their background or what they look like, gets a fair chance at jobs, training, and promotions.

When it comes to hiring, everyone gets a fair look. It doesn't matter where you're from, what you believe, who you love, whether you have a disability, or any other or any other condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job.

Come join us at Home Credit, where diversity fuels our innovation. Here, there are #NoSmallRoles and #EveryoneisImportant.

Job Snapshot

Updated Date

25-09-2026

Department

Operations

Location