Real Time Analyst - Customer Experience Center

ing; Manila; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

ING is hiring a Real-Time Workforce Analyst to monitor live performance, intervene intradiy in real time, and support decision-making to keep service levels on track. You will forecast intraday trends, coordinate with Operations, HR, IT, and Team Leaders, and establish standardized real-time processes.

The role requires strong Excel and Power BI skills and at least 3 years in a similar setting. You will work in a fast-paced environment with a focus on immediate actionable insights and robust

Qualifications

• Bachelor's degree required.
• Minimum 3 years of Real-Time Analyst experience in a BPO/ contact center.
• Strong knowledge of WFM principles and operational metrics.
• Advanced Excel (Macros) and Power BI skills.

Responsibilities

• Monitor contact center queues, service levels, volume fluctuations, AHT and agent availability in real time.
• Execute immediate intraday interventions including break management and workload redistribution.
• Perform intraday reforecasting based on trends and incidents.
• Communicate urgent call-outs and adherence issues to agents.
• Partner with Team Leaders to address attendance gaps and adherence exceptions.
• Develop and standardize real-time analysis processes and escalation procedures.
• Act as SME for real-time operations and WF management best practices.
• Coordinate with Operations, IT, HR, and WF Planning during high-impact events.
• Deliver hourly updates, intraday reporting, and end-of-day summaries.
• Provide actionable insights to leaders for operational decisions.

Skills

Real-Time Workforce Management

Real-Time Analysis

Analytical Thinking

Communication

Stakeholder Management

Independent Work

Education

Bachelor's degree

Tools

Excel with Macros

Power BI

Job description

Real-Time Workforce Analyst

Keep our customer operations one step ahead

At ING, we believe people should spend less time dealing with friction and more time focusing on what matters to them. Behind every great customer experience is a team making smart decisions in real time.

We're looking for a Real-Time Workforce Analyst who thrives in a fast-paced environment and enjoys turning live operational data into immediate action. In this role, you'll help ensure service levels remain on track, support business continuity, and provide real-time insights that enable teams to perform at their best.

Role Summary

As a Real-Time Workforce Analyst, you will be responsible for end-to-end intraday workforce management. From monitoring live operational performance to implementing real-time interventions, you'll play a critical role in maintaining service levels, optimizing workforce utilization, and supporting operational decision-making.

You will also help establish and standardize real-time analysis processes, communication frameworks, escalation paths, and governance practices that support a high-performing operation.

About the Team

You’ll be part of a collaborative workforce management and operations ecosystem, partnering closely with Operations, HR, IT, Workforce Planning, and Team Leaders. Together, you’ll ensure customer demand and workforce capacity remain aligned while enabling quick, effective responses to operational challenges and emerging business needs.

What You'll Be Doing

• Monitor contact center queues, service level performance, volume fluctuations, average handling time (AHT), and agent availability in real time.
• Execute immediate operational interventions, including break management, skill adjustments, workload redistribution, overtime and undertime requests, and task reassignments.
• Perform intraday reforecasting based on emerging trends, incidents, and unplanned shrinkage.
• Communicate directly with agents regarding urgent call-outs, adherence concerns, and immediate operational requirements.
• Partner with Team Leaders to address attendance gaps, extended AUX utilization, and adherence exceptions.
• Develop and standardize real-time analysis processes, escalation procedures, communication protocols, and decision-making frameworks.
• Serve as a subject matter expert for real-time operations and workforce management best practices.
• Coordinate with Operations, IT, HR, and Workforce Planning teams during high-impact operational events.
• Manage and escal operational disruptions, system outages, and tool-related incidents affecting service delivery.
• Deliver hourly updates, intraday reporting, end-of-day summaries, and performance gap analyses.
• Provide actionable insights and recommendations to leaders to support operational decisions.

What We're Looking For

• Bachelor's degree.
• Minimum 3 years of experience as a Real-Time Analyst (RTA) within a BPO, contact center, or shared services environment.
• Strong understanding of workforce management principles, real-time analysis concepts, and operational performance metrics.
• Advanced proficiency in Microsoft Excel, including Macros, and experience using Power BI.
• Strong analytical and problem-solving capabilities with the ability to make informed decisions under pressure.
• Excellent communication and stakeholder management skills.
• Ability to work independently and coordinate effectively across multiple teams and functions.
• Comfortable operating in a dynamic environment where priorities can shift quickly.

What We Offer

At ING, you'll have the opportunity to work in a collaborative and inclusive environment where your ideas and expertise help shape how we deliver exceptional service experiences. You'll work alongside talented colleagues, gain exposure to cross-functional stakeholders, and contribute to initiatives that have a real business impact.

Don’t meet every requirement?

Don’t let that hold you back. Research shows many talented professionals wait until they match every qualification before applying. If you’re excited about this opportunity and believe you can make an impact, we’d love to hear from you.

About ING

With 65,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a st