Real-Time Contact Center Performance Analyst

Teleperformance; Pasay; On-site; PHP 335,000 - 580,000; Full time

Job summary

Teleperformance in Pasay City, Metro Manila is seeking a Real Time Analyst to monitor and optimise call centre performance in real-time, ensuring peak efficiency and high service standards. The role requires strong analytical ability, CCMS/WFM experience, and the ability to communicate complex data clearly.

You will analyze KPIs, track queues, guide scheduling, generate real-time reports, and collaborate with QA to maintain compliance in a fast-paced environment.

Qualifications

• Proven experience in a real-time analyst role or similar operational performance monitoring position within a contact centre environment.
• Strong proficiency with call centre management systems (CCMS) and workforce management (WFM) software.
• Advanced analytical and mathematical skills with the ability to interpret complex performance data.
• Excellent attention to detail and ability to multi-task in a fast-paced environment.
• Strong communication skills, both written and verbal, with the ability to present data clearly to various audiences.
• Proficiency in Microsoft Excel and other data analysis tools.
• Knowledge of contact centre operations, including understanding of agent scheduling, call routing and quality management.
• Ability to work independently and as part of a team, demonstrating problem-solving capabilities.
• Customer service mindset with a focus on improving operational efficiency.
• High school diploma or equivalent; bachelor's degree in a related field is preferred.

Responsibilities

• Monitor real-time call centre performance metrics and KPIs throughout each shift.
• Track agent activity, call queues, wait times and service levels to identify trends and anomalies.
• Provide immediate feedback to supervisors and team leads regarding performance deviations and required adjustments.
• Generate real-time reports and dashboards to support management decision-making.
• Identify staffing gaps and resource allocation issues, recommending immediate corrective actions.
• Collaborate with quality assurance teams to ensure compliance with service standards and quality metrics.
• Analyse call patterns and customer volumes to support scheduling and forecasting initiatives.
• Communicate performance data and insights to management and operational teams.
• Assist in troubleshooting technical issues affecting performance tracking systems.
• Support the development and implementation of performance improvement initiatives.

Skills

Real-time analytics

CCMS expertise

WFM software

Excel

Data interpretation

Communication

Education

High school diploma or equivalent

Bachelor’s degree in a related field preferred

Tools

CCMS

Avaya

NICE

Job description

Teleperformance in Pasay City, Metro Manila is seeking a Real Time Analyst to monitor and optimise call centre performance in real-time, ensuring peak efficiency and high service standards. The role requires strong analytical ability, CCMS/WFM experience, and the ability to communicate complex data clearly.

You will analyze KPIs, track queues, guide scheduling, generate real-time reports, and collaborate with QA to maintain compliance in a fast-paced environment.