Real Time Analyst

AIPI Acquire Intelligence Philippines Inc.; Taguig; On-site; PHP 45,000 - 75,000; Full time

Benefits offered by this job

Work-from-home options

Job summary

Acquire Intelligence in the Philippines (Taguig) is seeking a Real-Time Analysis professional to monitor case volumes, aging, AHT and SLA performance across the Sales Support line of business. You will serve as the primary contact for Team Leaders on schedule adherence and reporting, while mitigating forecast variances to protect client revenue.

The role also covers case allocation, intraday scheduling health checks, and providing visibility to Workforce Management and leadership on queue, AHT,

Qualifications

• Strong verbal and written communication skills
• Ability to analyse data and trend via dashboards
• Problem-solving and query resolution capabilities
• Time management and ability to prioritise in high-volume environment

Responsibilities

• Continuously monitor case volumes in queue against forecast across the Sales Support line of business.
• Monitor case aging and workload to maintain staffing levels and meet SLAs.
• Track Average Handle Time (AHT) and escalate variances.
• Allocate cases to Admin Assistants based on urgency and deadlines.
• Conduct regular health checks of intraday schedules and re-optimize as needed.
• Track and report daily performance impacts, including SLA and AHT trends.
• Identify opportunities to improve case-handling performance and SLA reliability.

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Key Responsibilities

Real‑Time Analysis

• Continuously monitor case volumes in queue against forecast across the Sales Support line of business, identifying and reporting variances as they arise.
• Monitor case aging and workload traffic on a real‑time basis to maintain required handling and staffing levels, ensuring campaign SLAs and case deadlines are consistently achieved.
• Track Average Handle Time (AHT) for every case in the queue, flagging cases that fall outside expected handling thresholds and escalating where required.
• Serve as the primary point of contact for Team Leaders regarding the implementation of schedule adherence protocols, providing guidance and resolving related matters as they arise.
• Take proactive measures to mitigate the operational impact of unexpected variations from forecast, prioritising cases at risk of breaching deadlines or SLA commitments to protect client revenue.
• Track and report system outages, escalations, and technical failures to the appropriate personnel in a timely and accurate manner.

Case Allocation

• Allocate cases to Sales Support Admin Assistants based on urgency and deadlines communicated by Sales, ensuring the highest‑priority and most time‑sensitive cases are actioned first.
• Balance each Sales Support Admin Assistant's daily workload with a mixture of complex and easy cases, ensuring fair and sustainable case distribution across the team.
• Maintain strong working knowledge of every Sales Support task type, including its relative complexity and handling requirements, to allocate cases accurately and support Team Leaders and Admin Assistants where guidance is needed.

Scheduling

• Conduct regular health checks of intraday schedules and perform re‑optimisations in response to planned exceptions, in coordination with the Intraday Planner.
• Update schedules to reflect approved exceptions in accordance with established adherence protocols.

Reporting

• Track and report on daily performance impacts, including schedule adherence, case AHT trends, deadline compliance, and other relevant consultant activities.
• Track and report system outages, escalations, and technical failures to the appropriate stakeholders.
• Provide visibility to Workforce Management and account leadership on any case‑queue, AHT, or SLA variance that could affect revenue outcomes for the client.

Continuous Improvement

• Identify opportunities to enhance case‑handling performance, AHT efficiency, and SLA reliability through the analysis of data and the evaluation of emerging trends and their operational impact.

People and Communication

• Build and maintain effective working relationships with key stakeholders across the operations team, including onshore account contacts for the TV network client.
• Conduct effective meetings to communicate important updates and action items, ensuring alignment toward shared organisational and client revenue goals.
• Proactively liaise with, and follow up on behalf of, operations to support the execution of planned and real‑time activities.

Core Competencies

• A positive, solutions‑oriented approach to work
• Strong verbal and written communication skills
• Creativity and sound problem‑solving ability
• Effective time management and the ability to prioritise competing demands across a high‑volume case queue
• The ability to engage confidently with Team Leaders and Management, offering well‑reasoned recommendations
• The confidence to constructively challenge existing practices and articulate clear, actionable solutions
• A revenue‑conscious mindset, understanding how queue, AHT, and SLA performance affect client outcomes

Join the A-Team and experience the A-Life!

Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have ClassA offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to [e-mail]. Please refer to our Privacy Policy at https://acquire.ai/ph/privacy-policy/