Real-Time Call Center Analyst & Performance Optimizer

Teleperformance; Philippines; On-site; PHP 391,000 - 725,000; Full time

Benefits offered by this job

Health insurance

Performance-based incentives

Professional development opportunities

Job summary

Teleperformance is seeking a Real Time Analyst at TP Eastwood in Bagumbayan, Quezon City, Metro Manila. This full-time role focuses on real-time monitoring and optimisation of call centre performance to meet client expectations and drive operational excellence.

You will analyze KPIs, generate real-time insights, forecast call volumes, and support staffing decisions while collaborating with management to implement improvements. Strong Excel and data skills are essential.

Qualifications

• Proven experience as a Real Time Analyst or in analytics/operations support in a call centre or customer service environment.
• Strong data analysis skills and ability to identify patterns and trends.
• Familiarity with WFM and call centre software platforms; strong Excel skills.

Responsibilities

• Monitor real-time call centre metrics and KPIs to ensure targets are met.
• Identify trends and anomalies; alert management for intervention.
• Generate daily/weekly/monthly reports on staffing, call volumes and service quality.
• Analyse call patterns and agent productivity to identify improvements.
• Support workforce planning by forecasting volumes and recommending staffing levels.
• Collaborate with managers to implement performance improvements.
• Provide data-driven insights to support decisions across the centre.
• Ensure accuracy and integrity of reporting and data collection processes.
• Assist in training/new hires on analytic tools and processes.

Skills

Analytical skills

Excel

Communication skills

Attention to detail

Multitasking under pressure

Problem solving

Quality assurance knowledge

Bachelor's degree preferred

Education

Bachelor's degree in Business/Information Technology/Statistics or related field

Tools

Workforce management software

Call centre software platforms

Job description

Teleperformance is seeking a Real Time Analyst at TP Eastwood in Bagumbayan, Quezon City, Metro Manila. This full-time role focuses on real-time monitoring and optimisation of call centre performance to meet client expectations and drive operational excellence.

You will analyze KPIs, generate real-time insights, forecast call volumes, and support staffing decisions while collaborating with management to implement improvements. Strong Excel and data skills are essential.