Real Time Analyst (BPO)

VXI Global Solutions; Davao City; On-site; PHP 279,000 - 614,000; Full time

Job summary

VXI Global Solutions is seeking a Real-Time Analyst to monitor intraday performance, analyze trends, and optimize resource use across multiple queues. You will work with Operations, Workforce Planning, and Reporting to deliver real-time visibility and actionable adjustments that sustain service levels and customer experience.

The role requires 1–3 years in Workforce Management or related operations, and proficiency with WFM tools such as NICE IEX, Verint, or Genesys WFM.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 1–3 years in Workforce Management, Real-Time Analysis, or Contact Center Operations.
• Proficiency in WFM tools such as NICE IEX, Verint, or Genesys WFM.
• Strong analytical and problem-solving skills with high attention to detail.

Responsibilities

• Monitor intraday performance across multiple queues to meet service levels.
• Identify anomalies in volume, handle time, or staffing that affect KPIs.
• Execute real-time adjustments such as skill changes, break reallocations, and overtime/undertime management.
• Communicate status updates and recommendations to Operations Leaders with data-driven insights.
• Collaborate with Workforce Planners to refine forecasting and scheduling accuracy based on trends.
• Track and report KPIs including Service Level, AHT, Occupancy, Shrinkage, and Adherence.
• Support new initiatives by providing insights on volume trends and performance optimization.
• Contribute to continuous improvement projects to enhance WFM tools, dashboards, and processes.

Skills

WFM tools

Analytical skills

Communication skills

Forecasting & scheduling

Education

Bachelor's degree or equivalent

Tools

NICE IEX

Verint

Genesys WFM

Job description

The Real-Time Analyst will be responsible for monitoring, analyzing, and optimizing intraday performance metrics to ensure service level objectives are achieved. This role requires a balance of analytical insight, quick decision-making, and proactive communication to drive efficient resource utilization and exceptional customer experience.

You will work closely with Operations, Workforce Planning, and Reporting teams to deliver real-time visibility into performance and recommend actionable adjustments that keep our teams running smoothly.

Key Responsibilities

• Monitor and manage intraday performance across multiple queues, ensuring adherence to schedules and service levels.
• Identify and elevate anomalies in volume, handle time, or staffing that could impact KPIs.
• Execute real-time adjustments, such as skill changes, break reallocations, and overtime/undertime management.
• Communicate status updates and recommendations to Operations Leaders in a timely, data-driven manner.
• Collaborate with Workforce Planners to refine forecasting and scheduling accuracy based on intraday trends.
• Track and report key performance indicators (KPIs) including Service Level, AHT, Occupancy, Shrinkage, and Adherence.
• Support new initiatives by providing insights on volume trends, staffing efficiency, and performance optimization.
• Contribute to continuous improvement projects to enhance WFM tools, dashboards, and processes.

Qualifications

Required:

• Bachelor’s degree or equivalent work experience.
• 1-3 years of experience in Workforce Management, Real-Time Analysis, or Contact Center Operations.
• Proficiency in WFM tools (e.g., NICE IEX, Verint, Genesys WFM, or similar).
• Strong analytical and problem-solving skills with high attention to detail.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced, dynamic environment with shifting priorities.

Preferred:

• Experience with data visualization tools (e.g., Power BI, Tableau, or Excel dashboards).
• Knowledge of contact center metrics and operations best practices.
• Flexibility to support 24/7 operations if needed (rotational shifts).