Real-Time Analyst (Workforce Management)

INTELEGENCIA BPO LLC CORP.; Antipolo; On-site; PHP 502,000 - 725,000; Full time

Job summary

INTELEGENCIA BPO LLC CORP. is seeking a Real-Time Analyst to monitor intraday performance, manage staffing, and help teams meet service levels across channels. You will partner with Operations and Workforce Management to respond to changing volumes and ensure targets are achieved.

The role requires hands-on experience with real-time monitoring, WFM concepts, and analysis of metrics like AHT, occupancy, and adherence. Proficiency in Excel/Google Sheets and data visualization is essential.

Qualifications

• Bachelor's degree or equivalent in a related field.
• 2–3 years in operations, workforce management, customer service, eCommerce, or BPO.
• Hands-on experience monitoring and reporting real-time performance.
• Strong understanding of workforce management principles.
• Knowledge of contact center metrics including AHT, Service Level, Occupancy, Schedule Adherence and staffing.
• Experience translating data into actionable insights.
• Strong understanding of performance and penalty-driven metrics.
• Proficiency in Excel/Google Sheets.
• Working knowledge of RCA, Pareto Analysis and data visualization.
• Strong analytical and problem-solving abilities with a practical, solutions-focused mindset.

Responsibilities

• Monitor real-time agent performance across multiple channels.
• Make intraday adjustments to support targets (scheduling, breaks, overtime).
• Track performance and identify trends, variances, risks.
• Prepare and share timely performance reports with stakeholders.
• Partner with Operations and Workforce teams to address gaps.
• Escalate risks that may impact service levels.
• Recommend practical solutions to volume/staffing changes.
• Support forecasting and capacity planning with real-time insights.
• Analyze data to identify trends and improvement opportunities.
• Maintain accurate workforce records and reports.

Skills

Real-time monitoring

Workforce management

Data analysis

Excel

Google Sheets

RCA & Pareto Analysis

Data visualization

Problem solving

Education

Bachelor's degree in Business/Operations/Analytics

Tools

Excel

Google Sheets

Microsoft Office

Google Workspace

Job description

About the role

We are looking for a Real-Time Analyst (RTA) who can help keep our operations running smoothly and efficiently. In this role, you'll monitor real-time performance, identify staffing and service-level risks, and provide timely insights that help teams make informed decisions. You'll work closely with Operations and Workforce Management teams to manage intraday staffing, respond to changing business needs, and ensure service level and performance targets are consistently achieved.

Key responsibilities

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

• Make and recommend intraday adjustments, such as schedule changes, break movements, staffing reallocations, and overtime, to support operational targets.

• Track performance throughout the day and quickly identify trends, variances, and potential service-level risks.

• Prepare and share timely performance, variance, and trend reports with Operations, Workforce Management, and other stakeholders.

• Partner closely with Operations and Workforce teams to identify and address staffing, productivity, and performance gaps.

• Escalate operational risks that may impact service levels, customer experience, or client commitments.

• Recommend practical solutions to minimize the impact of unexpected changes in volume, staffing, or performance.

• Support forecasting and capacity planning by validating forecast accuracy and providing real-time insights.

• Analyze operational data to identify trends, recurring issues, and opportunities for improvement.

• Maintain accurate workforce and operational records, reports, and documentation.

About you

• Bachelor's degree in Business, Operations Management, Analytics, or a related field, or equivalent relevant work experience.

• 2–3 years of experience in operations, workforce management, customer service, eCommerce, BPO, or a similar environment.

• Hands‑on experience monitoring and reporting real‑time operational performance.

• Strong understanding of workforce management principles and methodologies.

• Knowledge of key contact center metrics, including AHT, Service Level, Occupancy, Schedule Adherence, and staffing.

• Experience analyzing operational statistics and translating data into actionable insights.

• Strong understanding of performance and penalty-driven metrics.

• Proficiency in Microsoft Office and Google Workspace, particularly Excel/Google Sheets.

• Working knowledge of Root Cause Analysis (RCA), Pareto Analysis, and data visualization.

• Strong analytical and problem-solving abilities with a practical, solutions-focused mindset.