Real-Time Analyst (RTA)

Symbos; Manila; On-site; PHP 502,000 - 837,000; Full time

Job summary

Symbos is seeking a Real-Time Analyst to monitor live contact centre performance and translate operational data into timely decisions. You will work with Operations and Workforce Management teams to safeguard service levels across multiple workstreams.

This hands-on role requires strong Excel skills, analytical judgement, and the ability to act quickly during volume spikes. You will gain exposure to forecasting, scheduling, capacity planning, and intraday reporting within a global contact centre

Qualifications

• 1-3 years in Workforce Management or related exposure in contact centres.
• Experience with real-time/intraday management and WFM reporting.
• Strong knowledge of service level, AHT, occupancy, adherence, and shrinkage.
• Experience identifying risks and supporting intraday actions.
• Exposure to WFM systems or contact centre reporting platforms.

Responsibilities

• Monitor real-time performance across inbound, outbound, and admin workstreams.
• Track service level, ASA, AHT, occupancy, and schedule adherence.
• Compare actuals to forecasts; identify variances in volume and staffing.
• Execute/inform intraday actions (breaks, overtime, time off, reallocation).
• Prepare intraday reports and document staffing decisions and exceptions.
• Validate data inputs and investigate anomalies; support improvement initiatives.

Skills

Workforce management

WFM reporting

Forecasting support

Scheduling

Capacity planning

Adherence monitoring

Excel capability

Analytical thinking

Communication

Rotating schedule

Education

Bachelor’s degree preferred

Tools

NICE CXone WFM

NICE IEX

Verint

Calabrio

Genesys WFM

Job description

Join Symbos and be part of a team that's redefining excellence in business process outsourcing across Australia, New Zealand, and Fiji.

At Symbos, we connect talented professionals with meaningful opportunities across our global network. We combine people, process and technology to create better experiences for our clients, customers and teams, while building a culture grounded in trust, collaboration and continuous growth.

About The Client

Our client is an established Australian organisation supporting complex, high-volume operations. Its workforce management function helps maintain service performance by aligning demand, staffing and intraday activity across a multi-skilled contact centre environment.

The Opportunity

We are looking for a Real-Time Analyst to monitor live contact centre performance and turn operational data into timely, practical action. Working closely with Operations and Workforce Management teams, you will identify emerging service risks, support staffing decisions and help protect queue stability and service levels across multiple workstreams.

What Sets This Role Apart

This is a hands-on Workforce Management role where your decisions have an immediate operational impact. You will work with live data, balance changing priorities and recommend appropriate intraday actions during volume spikes, staffing gaps and service-impacting events.

You will also build broader exposure across forecasting, scheduling, capacity planning, reporting and operational performance within an Australian contact centre environment.

Key Responsibilities

• Monitor real-time performance across inbound voice, outbound and administrative workstreams.
• Track service level, average speed of answer, queue performance, abandon rate, average handling time, occupancy, agent availability and schedule adherence.
• Compare actual performance against forecasts and staffing plans, identifying variances in volume, handling time, staffing and shrinkage.
• Execute or recommend approved intraday actions such as break and lunch optimisation, offline activity control, overtime, voluntary time off, skill movement and resource reallocation.
• Communicate service risks, business impacts and recommended recovery actions clearly to Operations and WFM stakeholders.
• Prepare accurate intraday reports and maintain clear records of staffing decisions, adjustments and exceptions.
• Validate data inputs, investigate anomalies and monitor the impact of actions taken.
• Support continuous improvement initiatives that strengthen workforce efficiency and resource utilisation.

What We’re Looking For

• One to three years of Workforce Management-related experience or meaningful exposure to WFM activities in a contact centre environment.
• Practical experience in real-time or intraday management, WFM reporting, scheduling, forecasting support, capacity planning, adherence monitoring or staffing analysis.
• Working knowledge of service level, ASA, AHT, occupancy, schedule adherence, abandon rate, shrinkage and staffing concepts.
• Experience identifying queue, staffing, adherence or service-level risks and supporting appropriate intraday actions.
• Exposure to a WFM system, workforce tool or contact centre reporting platform.
• Strong Microsoft Excel capability, including formulas, sorting, filtering and basic data analysis.
• Sound analytical judgement, attention to detail and the ability to make timely decisions in a fast-paced environment.
• Clear, concise communication skills and confidence engaging with Operations and WFM stakeholders.
• Willingness to work a rotating schedule supporting a 24/7 operation, including weekends and public holidays when required.
• Ability to complete a practical RTA or WFM assessment as part of the selection process.

Nice to Have

• Experience supporting Australian contact centres or multi-skilled operations.
• Exposure to NICE CXone WFM, NICE IEX, Verint, Calabrio, Genesys WFM or an equivalent platform.
• Experience supporting service recovery during volume spikes, staffing shortages or operational incidents.
• Pivot table capability and broader exposure to forecasting, scheduling or capacity planning.
• A bachelor’s degree is preferred but not required where relevant WFM experience and analytical capability are demonstrated.

Who This Role Suits

This role suits an analytical and detail-oriented WFM professional who can interpret live data, prioritise service-critical risks and remain composed as conditions change. You are comfortable making evidence-based recommendations, respectfully challenging decisions when service is at risk and following actions through to resolution or handover.