Real Time Analyst (Ortigas/Onsite)

INTELEGENCIA BPO LLC CORP.; Pasig; On-site; PHP 446,000 - 781,000; Full time

Job summary

INTELEGENCIA BPO LLC CORP. is seeking a Real-Time Analyst to monitor and optimize workforce performance across multiple channels, ensuring service levels are consistently met.

The analyst will analyze intraday data, prepare timely performance, variance, and trend reports, and collaborate with operations and workforce teams to address staffing gaps and risks in a fast-paced environment.

Qualifications

• Bachelor’s degree or equivalent work experience in a related field.
• 2–3 years of operations management experience in customer service/eCommerce or similar.
• Strong understanding of workforce management methodologies (RCA, Pareto, data visualization).
• Experience in maintaining, analyzing, and reporting operational statistics.
• Solid understanding of KPIs and penalty-driven metrics.
• Proficiency in MS Office and Google Workspace.
• Knowledge of call center metrics (AHT, service level, occupancy, adherence).
• Strong leadership, analytical, problem-solving and communication skills.

Responsibilities

• Monitor real-time agent performance across channels and schedules.
• Recommend intraday adjustments to meet targets (shifts, breaks, overtime).
• Analyze data and prepare performance, variance, and trend reports for stakeholders.
• Collaborate with operations and workforce teams to address staffing gaps.
• Identify and help mitigate risks impacting service levels or client commitments.
• Support forecasting and capacity planning by validating forecasts and improving scheduling accuracy.

Skills

Workforce management

Data analysis

Reporting

Leadership

Adaptability

Education

Bachelor’s degree in Business/Operations Management or related field

Tools

MS Office

Google Workspace

Data visualization tools

Job description

Job Overview

The Real-Time Analyst (RTA) is responsible for monitoring, analyzing, and reporting workforce performance to ensure service level targets are consistently met. This role plays a critical part in real-time operations management, providing actionable insights, and supporting operational efficiency in a fast-paced environment.

Key Responsibilities

• Monitor real-time agent performance, including schedule adherence, queue volumes, and service levels across multiple channels

• Implement and recommend intraday adjustments such as schedule changes, break movements, and overtime to meet operational targets

• Analyze operational data and prepare timely performance, variance, and trend reports for stakeholders

• Collaborate closely with operations and workforce teams to address staffing or performance gaps

• Identify, escalation, and help mitigate risks that may impact service levels or client commitments

• Support forecasting and capacity planning efforts by validating forecasts and improving scheduling accuracy through real-time insights

Required Qualifications

• Bachelor’s degree in Business, Operations Management, or a related field, or equivalent work experience

• 2–3 years of experience managing operations within customer service, eCommerce, or similar lines of business

• Strong understanding of workforce management methodologies, including RCA, Pareto analysis, and data visualization tools

• Experience in maintaining, analyzing, and reporting operational statistics

• Solid understanding of key performance and penalty-driven metrics

• Proficiency in MS Office and Google Workspace

• Knowledge of call center metrics such as AHT, Service Level, Occupancy, and Adherence

• Strong leadership, analytical, problem-solving, and decision-making skills

• Excellent verbal and written communication skills

• Ability to work effectively in a fast-paced, dynamic, and changing environment

• Strong organizational skills with the ability to manage multiple tasks accurately and on time

• Intermediate mathematical skills

• Working knowledge of quality and process improvement tools such as DMAIC and RCA

• Understanding of profit and loss concepts

• Auditing, process documentation, project management, and people management skills