Real-Time Operations Analyst — Scheduling & Insights

IntouchCX; Manila; On-site; PHP 335,000 - 558,000; Full time

Job summary

IntouchCX is seeking a Real Time Analyst to monitor real-time performance and optimize staffing levels in a fast-paced contact center environment. The role emphasizes data-driven decision making, clear communication with management and teams, and proactive scheduling adjustments.

You will analyze volumes, attendance, and schedules, ensuring forecast accuracy and adherence while adapting to changing business needs. Strong Excel skills and attention to detail are essential.

Qualifications

• Must have high school diploma or equivalent.
• Post-secondary education preferred.
• Strong communication skills.
• Advanced MS Word and Excel skills.
• Detail-oriented with data entry accuracy.
• Strong analytical and problem-solving abilities.
• Willingness to learn new software environments.
• Ability to multitask and self-manage.

Responsibilities

• Monitor real-time performance of the team.
• Evaluate data and communicate insights to management and teams.
• Adjust staffing and scheduling as needed.
• Solicit extra hours or voluntary time off to meet forecasted volumes.
• Monitor schedules and escalate attendance issues.
• Collaborate with team to ensure awareness of statistics.

Skills

Data analysis

Clear communication

Multitasking

Adaptability

Self-management

Attention to detail

Education

High school diploma or equivalent

Some post-secondary schooling

Tools

MS Office

Job description

IntouchCX is seeking a Real Time Analyst to monitor real-time performance and optimize staffing levels in a fast-paced contact center environment. The role emphasizes data-driven decision making, clear communication with management and teams, and proactive scheduling adjustments.

You will analyze volumes, attendance, and schedules, ensuring forecast accuracy and adherence while adapting to changing business needs. Strong Excel skills and attention to detail are essential.