Real-Time Analyst: Intraday Workforce Optimizer

Emapta; Mandaluyong; Hybrid; PHP 600,000 - 900,000; Part time

Benefits offered by this job

Day 1 HMO coverage with free dependent

Hybrid work arrangement

Day shift schedule

Office in Ortigas (near MRT)

Upskilling via Emapta Academy

Gym access and wellness benefits

Lifestyle perks

Job summary

Emapta Philippines is seeking a Real-Time Analyst to protect service levels for a leading Australian digital property business. The role involves real-time workforce monitoring, intraday adjustments, and reporting to optimise performance.

You’ll work in a hybrid setup (2 days onsite in Ortigas, 3 days WFH) with a 12-month project-based contract, day shifts, and strong learning opportunities. Required are 3 years in a Real-Time Analyst or similar role, solid WFM knowledge, and experience with

Qualifications

• 3 years of experience in a Real-Time Analyst, Workforce, or Operations Support role within a contact centre or customer support environment.
• Strong understanding of workforce management principles, including real-time monitoring, schedule adherence, queue management, and intraday performance management.
• Experience using Workforce Management platforms; familiarity with Zendesk, AWS, or similar technologies is highly regarded.
• Demonstrated ability to interpret operational data and make accurate, timely decisions in a fast-paced environment.
• Strong attention to detail when assessing workforce data, risks, and operational requirements.
• Intermediate Microsoft Excel skills sufficient to analyze operational data and support workforce reporting.
• Clear and effective communication skills to convey operational updates and risks to the appropriate stakeholders at the right time.
• Proactive, adaptable, and solutions-focused approach, with the ability to remain calm under pressure and manage competing priorities effectively.

Responsibilities

• Real-Time Workforce Management: Monitor customer service queues, schedule adherence, and workforce coverage in real time, identifying and responding to emerging risks to maintain service level objectives.
• Coordinate approved intraday adjustments, including schedule changes, workload redistribution, and overtime, to maintain operational performance.
• Maintain accurate workforce activities, agent states, and schedules in the workforce management platform, resolving or escalating discrepancies as required.

Skills

Real-Time Analyst

Workforce management

Schedule adherence

Intraday performance management

Data interpretation

Communication

Attention to detail

Excel

Tools

Zendesk

AWS

Workforce Management platforms

Job description

Emapta Philippines is seeking a Real-Time Analyst to protect service levels for a leading Australian digital property business. The role involves real-time workforce monitoring, intraday adjustments, and reporting to optimise performance.

You’ll work in a hybrid setup (2 days onsite in Ortigas, 3 days WFH) with a 12-month project-based contract, day shifts, and strong learning opportunities. Required are 3 years in a Real-Time Analyst or similar role, solid WFM knowledge, and experience with