Real Time Analyst - Customer Experience Center

ING Hubs Philippines; Metro Manila; On-site; PHP 450,000 - 750,000; Full time

Job summary

ING in the Philippines is seeking a Real-Time Workforce Analyst to monitor live performance and implement immediate actions to keep service levels on track. You will drive intraday interventions and collaborate with Operations, HR, IT, and Workforce Planning to ensure a responsive, data-driven operation.

The role emphasizes establishing standardized real-time processes, governance, and decision-making frameworks, with a focus on real-time insights and performance optimization.

Qualifications

• Bachelor's degree.
• Minimum 3 years of Real-Time Analyst experience in a BPO/CC or shared services environment.
• Advanced Excel skills including Macros; proficient with Power BI.
• Strong analytical and problem-solving abilities with capacity to make informed decisions under pressure.

Responsibilities

• Monitor contact center queues, service level performance, volume fluctuations, AHT, and agent availability in real time.
• Execute real-time interventions: break management, skill adjustments, workload redistribution, overtime/undertime requests, and task reassignments.
• Perform intraday reforecasting based on trends, incidents, and unplanned shrinkage.
• Communicate urgent call-outs, adherence concerns, and operational requirements to agents.
• Partner with Team Leaders to address attendance gaps and adherence exceptions.
• Develop and standardize real-time analysis processes and escalation procedures.
• Serve as SME for real-time operations and workforce management best practices.
• Coordinate with cross-functional teams during high-impact events.
• Deliver hourly updates, intraday reporting, and end-of-day summaries.
• Provide actionable insights to leaders to support decisions.

Skills

Analytical thinking

Stakeholder management

Decision making under pressure

Independent work

Education

Bachelor's degree

Tools

Excel (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 elevate 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.

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 step ahead in life and in business. Do you want to work at the cutting edge of what's possible and at the same time ensure you work with integrity and hold the customer's interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.