Real-Time Operations Analyst

INTELEGENCIA BPO LLC CORP.; Pasig; On-site; PHP 446,000 - 781,000; Full time

Job summary

INTELEGENCIA BPO LLC CORP. is seeking a Real-Time Analyst to monitor and optimize workforce performance across multiple channels, ensuring service levels are consistently met.

The analyst will analyze intraday data, prepare timely performance, variance, and trend reports, and collaborate with operations and workforce teams to address staffing gaps and risks in a fast-paced environment.

Qualifications

• Bachelor’s degree or equivalent work experience in a related field.
• 2–3 years of operations management experience in customer service/eCommerce or similar.
• Strong understanding of workforce management methodologies (RCA, Pareto, data visualization).
• Experience in maintaining, analyzing, and reporting operational statistics.
• Solid understanding of KPIs and penalty-driven metrics.
• Proficiency in MS Office and Google Workspace.
• Knowledge of call center metrics (AHT, service level, occupancy, adherence).
• Strong leadership, analytical, problem-solving and communication skills.

Responsibilities

• Monitor real-time agent performance across channels and schedules.
• Recommend intraday adjustments to meet targets (shifts, breaks, overtime).
• Analyze data and prepare performance, variance, and trend reports for stakeholders.
• Collaborate with operations and workforce teams to address staffing gaps.
• Identify and help mitigate risks impacting service levels or client commitments.
• Support forecasting and capacity planning by validating forecasts and improving scheduling accuracy.

Skills

Workforce management

Data analysis

Reporting

Leadership

Adaptability

Education

Bachelor’s degree in Business/Operations Management or related field

Tools

MS Office

Google Workspace

Data visualization tools

Job description

INTELEGENCIA BPO LLC CORP. is seeking a Real-Time Analyst to monitor and optimize workforce performance across multiple channels, ensuring service levels are consistently met.

The analyst will analyze intraday data, prepare timely performance, variance, and trend reports, and collaborate with operations and workforce teams to address staffing gaps and risks in a fast-paced environment.