Real-Time Analyst | WFM & SLA Specialist (Night Shift)

MicroSourcing International; Cagayan de Oro; On-site; PHP 391,000 - 725,000; Full time

Job summary

MicroSourcing in the Philippines invites you to join as a Real Time Analyst. Onsite night shift at SM CDO, Cagayan De Oro City, you will monitor queues across channels, manage SLAs and adjust agent assignments to protect service levels.

You will track adherence in real time, coordinate with operations to fix schedule leaks, and handle incidents during downtimes. Strong analytical skills and experience with WFM tools are required, with opportunities for growth.

Qualifications

• 1–2+ years of WFM experience in real-time management.
• Hands-on with NICE, Verint, or Aspect and ACD systems like Avaya/Genesys.
• Strong problem-solving and quick routing/staffing decisions.
• Advanced Excel skills (LOOKUPs, pivot tables, formulas).
• Clear written and verbal communication for stakeholders on the floor.

Responsibilities

• Real-Time Queue & SLA Management: Monitor queues across channels and adjust agent skills to protect service levels and reduce customer wait times.
• Schedule Adherence Tracking: Monitor agent states in real time, flag non-adherence, and partner with Operations leaders to fix schedule leaks.
• Incident & Outage Management: Act as the first point of contact during system downtimes, coordinating quick fixes and sending out alert updates.
• Intraday Balancing & Exceptions: Update schedules for offline activities, shift breaks based on volume, and track same-day shrinkage and absences.
• Trend Analysis & Feedback: Spot volume and handling time variances against forecasts, sharing root causes with planners and schedulers.
• Performance Reporting: Deliver daily and intraday reports on SLA, abandon rates, occupancy, and shrinkage to operations and clients.

Skills

Real-Time Mgmt

Queue Monitoring

WFM Experience

Excel Proficiency

Communication Skills

Scheduling

Tools

NICE

Verint

Aspect

Avaya

Genesys

Power BI

Tableau

Looker Studio

SQL

VBA

Job description

MicroSourcing in the Philippines invites you to join as a Real Time Analyst. Onsite night shift at SM CDO, Cagayan De Oro City, you will monitor queues across channels, manage SLAs and adjust agent assignments to protect service levels.

You will track adherence in real time, coordinate with operations to fix schedule leaks, and handle incidents during downtimes. Strong analytical skills and experience with WFM tools are required, with opportunities for growth.