Real Time Analyst (Antipolo/Onsite)

INTELEGENCIA BPO LLC CORP.; Antipolo; On-site; PHP 420,000 - 520,000; Full time

Job summary

INTELEGENCIA BPO LLC CORP. seeks a Real-Time Analyst to monitor, analyze, and report workforce performance, ensuring service levels are met in a fast-paced BPO environment.

You will collaborate with operations and workforce teams, implement intraday adjustments, and support forecasting with real-time insights and data-driven decisions.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 2–3 years in operations within customer service or similar.
• Strong knowledge of workforce management and data visualization.
• Experience maintaining and reporting operational statistics.
• Familiarity with call center metrics (AHT, SLA, Occupancy, Adherence).
• Proficient in MS Office and Google Workspace.
• Strong leadership, analytical, problem-solving, and communication skills.

Responsibilities

• Monitor real-time agent performance and service levels across channels.
• Implement intraday adjustments like schedule changes and breaks.
• Analyze data and prepare performance, variance, and trend reports.
• Collaborate with operations and workforce teams to address gaps.
• Identify risks that may impact service levels or client commitments.
• Support forecasting and capacity planning with real-time insights.

Skills

Workforce management

Data visualization

Call center metrics

Leadership

Analytical

Communication

Organizational skills

Problem solving

Decision making

DMAIC

RCA

Quality improvement

Profit and loss concepts

Auditing

Process documentation

Project management

People management

Education

Bachelor’s degree in Business/Operations/related field

Tools

MS Office

Google Workspace

Job description

Job Overview

The Real-Time Analyst (RTA) is responsible for monitoring, analyzing, and reporting workforce performance to ensure service level targets are consistently met. This role plays a critical part in real-time operations management, providing actionable insights, and supporting operational efficiency in a fast-paced environment.

Key Responsibilities

• Monitor real-time agent performance, including schedule adherence, queue volumes, and service levels across multiple channels
• Implement and recommend intraday adjustments such as schedule changes, break movements, and overtime to meet operational targets
• Analyze operational data and prepare timely performance, variance, and trend reports for stakeholders
• Collaborate closely with operations and workforce teams to address staffing or performance gaps
• Identify, elevate, and help mitigate risks that may impact service levels or client commitments
• Support forecasting and capacity planning efforts by validating forecasts and improving scheduling accuracy through real-time insights

Required Qualifications

• Bachelor’s degree in Business, Operations Management, or a related field, or equivalent work experience
• 2–3 years of experience managing operations within customer service, eCommerce, or similar lines of business
• Strong understanding of workforce management methodologies, including RCA, Pareto analysis, and data visualization tools
• Experience in maintaining, analyzing, and reporting operational statistics
• Solid understanding of key performance and penalty-driven metrics
• Proficiency in MS Office and Google Workspace
• Knowledge of call center metrics such as AHT, Service Level, Occupancy, and Adherence
• Strong leadership, analytical, problem-solving, and decision-making skills
• Excellent verbal and written communication skills
• Ability to work effectively in a fast-paced, dynamic, and changing environment
• Strong organizational skills with the ability to manage multiple tasks accurately and on time
• Intermediate mathematical skills
• Working knowledge of quality and process improvement tools such as DMAIC and RCA
• Understanding of profit and loss concepts
• Auditing, process documentation, project management, and people management skills