Real-Time Contact Center Performance Analyst

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

Job summary

Teleperformance in Pasig City, Metro Manila, is seeking a Real Time Analyst to monitor and optimize call centre performance in real time. The role focuses on real-time KPIs, queue management, and staffing adjustments to sustain peak efficiency.

The ideal candidate has proven experience in real-time analysis within contact centres, strong analytical skills, and proficiency with CCMS and WFM tools, along with excellent communication abilities.

Qualifications

• Experience in a real-time analyst or similar performance monitoring role in a contact centre.
• Proficient with CCMS and WFM software.
• Strong analytical and mathematical skills to interpret performance data.
• Detail-oriented and able to multi-task in a fast-paced environment.
• Excellent written and verbal communication to present data clearly.
• Proficient in Microsoft Excel and data analysis tools.
• Knowledge of agent scheduling, call routing and quality management.

Responsibilities

• Monitor real-time call centre performance metrics and KPIs across shifts.
• Track agent activity, queues, wait times and service levels to identify trends.
• Provide immediate feedback to supervisors on deviations and adjustments.
• Generate real-time reports and dashboards for management decisions.
• Identify staffing gaps and suggest corrective actions.
• Collaborate with QA to ensure service standards and quality metrics.
• Analyze call patterns to support scheduling and forecasting.
• Communicate performance data to stakeholders.
• Assist in troubleshooting issues affecting tracking systems.
• Support development and implementation of performance improvement initiatives.

Skills

Real-time monitoring

CCMS experience

WFM software

Analytical skills

Excel

Communication skills

Scheduling/forecasting

Problem solving

Customer service mindset

Education

Bachelor's degree preferred

High school diploma or equivalent

Tools

Avaya

NICE

Job description

Teleperformance in Pasig City, Metro Manila, is seeking a Real Time Analyst to monitor and optimize call centre performance in real time. The role focuses on real-time KPIs, queue management, and staffing adjustments to sustain peak efficiency.

The ideal candidate has proven experience in real-time analysis within contact centres, strong analytical skills, and proficiency with CCMS and WFM tools, along with excellent communication abilities.