Real Time Analyst | Philippines

Peak Support Global Enterprise; Philippines; On-site; PHP 300,000 - 540,000; Full time

Job summary

Peak Support Global Enterprise is seeking a Real-Time Analyst to join the Workforce team in Philippines. You will support daily workforce operations and help ensure service level agreements are consistently met, with emphasis on real-time monitoring and reporting.

You will collaborate with operations leads to optimize delivery processes, generate forecast data, and produce routine internal reports. The role requires initiative, strong time management, and the ability to handle multiple projects

Qualifications

• Demonstrates initiative and proactivity in daily tasks.
• Manages time effectively to meet tight deadlines.
• Maintains an excellent attendance record.
• Shows strong problem-solving and analytical thinking.
• Works well in a team with a positive attitude.
• Capable of handling multiple projects simultaneously.

Responsibilities

• Manage call volume, break schedules, start/stop times, and attendance.
• Collaborate with operations team to improve delivery processes.
• Generate PTO allocations daily, weekly, and monthly.
• Oversee daily operations bridge and align leads to SLA needs.
• Produce daily, biweekly, and monthly internal reports.
• Use trends and reports to forecast schedule and headcount needs.
• Assist with projects and other duties assigned by manager/director.

Skills

Initiative

Time Management

Attendance

Problem-Solving

Team Player

Multi-Project Mgmt

Job description

We are growing and we're seeking a Real-Time Analyst to join our Workforce team, support daily workforce operations and help ensure service level agreements are consistently met.

Main Objective

• The Real-Time Analyst is responsible for managing day to day and ensuring that the service level agreements for various lines of businesses are met.

Essential Duties and Responsibilities

• Manage the call volume, break schedules, start, and stop times, over-time (as needed) and attendance
• Work closely with the operations team (manager and team leads) to analyze and help improve their delivery processes
• Generate PTO allocation daily, weekly, and monthly
• Manage the daily operations bridge and ensure that all leads are calibrated with the needs to improve SLA
• Produce daily, biweekly, and monthly internal reports
• Use trends and reports to forecast requirements (schedule and headcount)
• Assist with projects and other duties as requested or assigned by his/her manager/director

To be successful you must

• Have the ability to take initiative
• Have good time management with the ability to work with minimal supervision and under tight timelines
• Have an excellent attendance record
• Have strong problem-solving skills
• Be a flexible team player with a positive attitude
• Be capable of managing multiple, simultaneous projects