Real Time Analyst | Cebu or Davao (Onsite)

Ethossupport; Cebu City; On-site; PHP 1,854,141 - 2,781,211; Full time

Benefits offered by this job

Competitive salary and benefits package

Career growth opportunities

Collaborative team environment

Impactful role in a growing company

Job summary

Ethossupport is seeking a Real Time Analyst based in Cebu or Davao to ensure service levels are maintained through effective decision-making. The role demands strong operational judgment and proficient Excel skills, while working independently in a dynamic environment.

Key responsibilities include monitoring SLA adherence and taking corrective actions swiftly. The ideal candidate will demonstrate integrity and possess the ability to analyze real-time data effectively.

Qualifications

• Working knowledge of real‑time workforce management principles.
• Strong Excel skills are essential for data analysis.
• Demonstrated integrity, fairness, and ethical judgment.

Responsibilities

• Monitor queues, SLA, volume, and adherence in real time.
• Take corrective actions to protect SLA independently.
• Document key decisions and actions for transparency.

Skills

Real-time workforce management principles

Excel fundamentals (formulas, filters, pivots, lookups)

Independent decision making

Integrity and ethical judgment

Punctuality and availability

Calm under pressure

Willingness to learn

Making decisions with incomplete data

Job description

Real Time Analyst | Cebu or Davao (Onsite)

Real‑Time Analyst (RTA) protects service levels through independent, ethical, and data‑driven real‑time decision‑making. This role requires strong operational judgment, consistent floor presence, solid Excel skills, and high integrity. RTAs are expected to act decisively in fast‑paced environments with minimal supervision and to remain fully available during assigned hours.

Key Responsibilities

• Monitor queues, SLA, volume, backlog, and adherence in real time
• Take timely corrective actions to protect SLA without step‑by‑step direction
• Own intraday real‑time decisions within defined guardrails; escape material risks appropriately
• Use Excel to analyze real‑time and short‑term data; build or adapt analyses when reports are unavailable
• Apply sound judgment when data is incomplete and validate results before acting
• Maintain active floor presence and ensure MBWA results in real‑time action
• Remain reachable and available throughout the shift; ensure proper coverage and handover
• Apply rules consistently and without bias; demonstrate strong attendance and reliability
• Document key decisions, actions, and escalations for transparency and review

Required Skills

• Working knowledge of real‑time workforce management principles
• Strong Excel fundamentals (formulas, filters, pivots, lookups)
• Ability to work independently with minimal supervision
• Demonstrated integrity, fairness, and ethical judgment
• Strong attendance, punctuality, and availability record
• Ability to remain calm, decisive, and professional under pressure
• Willingness to learn new tools, data sources, and Excel functions independently
• Comfortable making decisions when data or reports are incomplete

Desired Skills

• Prior RTA, WFM, or intraday operations experience
• Experience supporting multiple queues, channels, or programs
• Exposure to workforce tools (WFM platforms, dashboards, real‑time reporting)
• Experience documenting real‑time decisions for audits or post‑incident reviews
• Demonstrated ability to identify trends and recommend preventive actions

About the Company

Ethos Support is a recognized global business process outsourcing (BPO) organization that goes beyond the conventional, delivering exceptional value and specializing in Customer Support, Tech Support, Customer Success, and Back Office Support. Known as the world's most flexible BPO, Ethos Support is committed to aiding businesses in simplifying their Customer Experience (CX) processes and achieving faster scalability. Our comprehensive approach includes taking charge of our clients’ new support team's training and onboarding process, freeing up their resources, and accelerating their business growth. Whether starting from scratch or looking to enhance an existing process, partnering with Ethos Support will streamline our clients’ CX operations and provide superior support to their customers. We put people first, fostering a healthy, supportive work environment that reduces churn rates and boosts performance metrics. Our inclusive support culture makes us the employer of choice for top talent, offering a rewarding career path for all employees.

Why Work With Us?

• Competitive salary and benefits package.
• Opportunity for career growth and professional development.
• A collaborative and inclusive team environment.
• A chance to make a real impact in a rapidly growing company.