Real-Time Operations & SLA Analyst

Confidential Careers; Metro Manila; On-site; PHP 180,000 - 240,000; Full time

Job summary

Confidential Careers is seeking a Real Time Analyst to monitor and analyse real-time operations performance, verify attendance, and produce intraday reporting to ensure service levels are met. The role requires strong analytical skills, knowledge of WFM, and clear communication with Operations leaders.

You will support frontline teams and coordinate with team leads in a fast-paced contact center environment.

Qualifications

• Analytical and problem-solving skills to quickly interpret real-time data.
• Solid understanding of contact center operations and workforce management.
• Experience creating performance and post-mortem reports.
• Strong written and spoken English, able to communicate intraday challenges clearly.

Responsibilities

• Monitor real-time metrics such as attendance, schedule adherence, AHT, and ACD to ensure proper staffing and SLA compliance.
• Provide real-time performance reports and post-mortem analyses to Operations leaders on a regular cadence.
• Proactively communicate intraday challenges and support required actions with operations teams.
• Collaborate with team leaders and frontline staff to maintain smooth operations.

Skills

Analytical skills

WFM knowledge

Data reporting

Communication skills

Fast-paced work

Job description

Confidential Careers is seeking a Real Time Analyst to monitor and analyse real-time operations performance, verify attendance, and produce intraday reporting to ensure service levels are met. The role requires strong analytical skills, knowledge of WFM, and clear communication with Operations leaders.

You will support frontline teams and coordinate with team leads in a fast-paced contact center environment.