Real-Time Operations Specialist

AIPI Acquire Intelligence Philippines Inc.; Taguig; On-site; PHP 45,000 - 75,000; Full time

Benefits offered by this job

Work-from-home options

Job summary

Acquire Intelligence in the Philippines (Taguig) is seeking a Real-Time Analysis professional to monitor case volumes, aging, AHT and SLA performance across the Sales Support line of business. You will serve as the primary contact for Team Leaders on schedule adherence and reporting, while mitigating forecast variances to protect client revenue.

The role also covers case allocation, intraday scheduling health checks, and providing visibility to Workforce Management and leadership on queue, AHT,

Qualifications

• Strong verbal and written communication skills
• Ability to analyse data and trend via dashboards
• Problem-solving and query resolution capabilities
• Time management and ability to prioritise in high-volume environment

Responsibilities

• Continuously monitor case volumes in queue against forecast across the Sales Support line of business.
• Monitor case aging and workload to maintain staffing levels and meet SLAs.
• Track Average Handle Time (AHT) and escalate variances.
• Allocate cases to Admin Assistants based on urgency and deadlines.
• Conduct regular health checks of intraday schedules and re-optimize as needed.
• Track and report daily performance impacts, including SLA and AHT trends.
• Identify opportunities to improve case-handling performance and SLA reliability.

Job description

Acquire Intelligence in the Philippines (Taguig) is seeking a Real-Time Analysis professional to monitor case volumes, aging, AHT and SLA performance across the Sales Support line of business. You will serve as the primary contact for Team Leaders on schedule adherence and reporting, while mitigating forecast variances to protect client revenue.

The role also covers case allocation, intraday scheduling health checks, and providing visibility to Workforce Management and leadership on queue, AHT,