Real Time Analyst | Cebu or Davao (Onsite)

Ethos Support Co.; Davao City; On-site; PHP 335,000 - 536,000; Full time

Benefits offered by this job

Competitive salary

Professional development opportunities

Job summary

Ethos Support is seeking a Real Time Analyst to monitor queues, service levels, and staffing in real time at onsite hubs in Cebu or Davao. You will compare actual performance to forecasts, identify risks early, and implement timely corrective actions within approved guardrails to maintain client service levels.

The role requires strong judgment, active floor engagement, and reliable attendance. Candidates should be able to work rotating shifts, including nights, weekends, and holidays, based on

Qualifications

• Must have real-time workforce management experience in a contact center.
• Strong Excel skills: formulas, pivots, lookups.
• Familiarity with service level, occupancy, staffing and adherence metrics.

Responsibilities

• Monitor queues, service level, volume, backlog, abandon rate, staffing in real time.
• Compare actual performance with forecasts and staffing plans; identify risks.
• Take corrective action within guardrails; adjust breaks, skills, and resources.

Skills

Real-time WFM

Excel

Service level

Decision making

Attendance/punctuality

Integrity/Professionalism

Communication

Onsite availability Cebu/Davao

Tools

WFM platforms

Dashboards

Ticketing systems

Real-time reporting tools

Job description

Real Time Analyst | Cebu or Davao (Onsite)

Job Summary

The RTA Analyst protects client service levels through independent, ethical, and data driven real time workforce management. This role continuously monitors demand, staffing, queue conditions, schedule adherence, and operational risks, then takes timely corrective action within established guardrails.The position requires strong judgment, active floor engagement, reliable attendance, clear documentation, and the confidence to act without waiting for step by step direction. The RTA Analyst must apply standards consistently and balance customer needs, client commitments, and employee experience.

Key Responsibilities

• Monitor queues, service level, volume, backlog, abandon rate, staffing, and schedule adherence in real time.
• Compare actual performance with interval forecasts and staffing plans, and identify emerging risks before targets are missed.
• Take timely corrective action within approved guardrails, including break or activity adjustments, skill changes, and movement of available resources.
• Coordinate with Operations regarding absences, late arrivals, extended breaks, system issues, offline activities, and other adherence concerns.
• Escalate material service, staffing, technology, or data risks promptly and provide the evidence needed for a decision.
• Maintain active floor presence and use direct observation to verify conditions and support immediate action.
• Track and report nonproductive time, overtime, undertime, voluntary time off, shrinkage, and other intraday staffing changes.
• Document key decisions, approvals, actions, and results in the required communication channels and trackers.
• Complete accurate shift handovers that identify unresolved risks, pending actions, and expected conditions.
• Use Excel and available workforce tools to analyze short term data and create interim analysis when a standard report is unavailable.
• Apply attendance, scheduling, and staffing rules consistently, without favoritism or unauthorized exceptions.
• Participate in daily reviews and post event analysis to identify repeat issues and preventive actions.

Required Skills

• Working knowledge of real time workforce management and contact center operations.
• Strong Excel fundamentals, including formulas, filters, pivot tables, and lookups.
• Understanding of service level, occupancy, staffing, schedule adherence, shrinkage, and productivity measures.
• Ability to work independently and make timely decisions when information is incomplete.
• Strong attendance, punctuality, availability, and follow through.
• Demonstrated integrity, fairness, and professionalism under pressure.
• Clear written and verbal communication skills and disciplined documentation habits.
• Availability to work onsite in Cebu or Davao on rotating shifts, including nights, weekends, and holidays, based on client coverage.

Desired Skills

• At least 1 year of RTA, WFM, scheduling, reporting, or intraday operations experience.
• Experience supporting multiple queues, communication channels, or client programs.
• Exposure to WFM platforms, dashboards, ticketing systems, and real time reporting tools.
• Experience documenting operational decisions for audits, incident reviews, or client reporting.

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.