Real-Time Operations Analyst – Inbound Scheduling

Ssg Philippines; Pasig; On-site; PHP 279,000 - 502,000; Full time

Job summary

Support Services Group in Pasig, Philippines is seeking a Realtime Analyst to optimize staffing and scheduling for inbound operations. You will monitor real-time metrics, assist in setting targets, and ensure adherence through data-driven decisions.

Ideal candidates have at least 1–2 years in a BPO environment, knowledge of ACD, forecasting, and scheduling, plus strong Excel reporting skills and attention to detail. Join a global contact center provider supporting diverse channels.

Qualifications

• Bachelor's degree required.
• 1–2 years of experience in a similar role preferred.
• Knowledge of ACD, forecasting and scheduling.
• Strong analytical and reporting abilities.
• Proficient in MS Excel and data-driven decision making.

Responsibilities

• Manage real-time call metrics, attendance, and break schedules to optimize agent allocation.
• Assist in setting targets for service levels and performance.
• Monitor real-time agent status and adjust staffing as needed.
• Generate and analyze schedule adherence reports and implement improvements.
• Collaborate with operations to optimize delivery processes and forecast requirements.
• Support projects and adapt to additional duties as assigned.

Skills

ACD knowledge

Forecasting

Scheduling

Excel reporting

Attention to detail

Analytical skills

Communication

Education

Bachelor's degree

Tools

MS Excel

Job description

Support Services Group in Pasig, Philippines is seeking a Realtime Analyst to optimize staffing and scheduling for inbound operations. You will monitor real-time metrics, assist in setting targets, and ensure adherence through data-driven decisions.

Ideal candidates have at least 1–2 years in a BPO environment, knowledge of ACD, forecasting, and scheduling, plus strong Excel reporting skills and attention to detail. Join a global contact center provider supporting diverse channels.