Real-Time Performance Analyst

Compass Experience Labs LLC; Manila, Hinoba-an; On-site; PHP 391,000 - 781,000; Full time

Job summary

Compass Experience Labs in Manila is seeking a Real-Time Analyst to ensure real-time performance aligns with business goals. You will monitor intraday queues, escalate promptly, and manage staffing to meet service level targets.

You will track key metrics such as occupancy, ASA, handle time, and abandon rate, prepare daily reports, and drive improvements. Must have strong analytical and communication skills, and be able to work under pressure in a fast-paced BPO environment.

Qualifications

• Must have experience in real-time analytics within a BPO or similar setting.
• Ability to summarize, visualize, and present data with knowledge of key call center metrics (occupancy, utilization, service levels, handle time, abandonment rate, ASA).
• Strong communication, organization, and the ability to work under pressure in fast-paced environments.

Responsibilities

• Proactively monitor real-time performance and identify operational risks.
• Execute timely staffing actions and escalations with no missed opportunities.
• Maintain Schedule Adherence and Phone Occupancy within targets.
• Manage Chat queues to keep ASA within target.
• Prepare and submit daily reports accurately and on time.

Skills

Real-time analytics

Data visualization

Communication

Time management

Problem solving

Education

High school diploma or equivalent

Tools

Data reporting tools

Job description

Compass Experience Labs in Manila is seeking a Real-Time Analyst to ensure real-time performance aligns with business goals. You will monitor intraday queues, escalate promptly, and manage staffing to meet service level targets.

You will track key metrics such as occupancy, ASA, handle time, and abandon rate, prepare daily reports, and drive improvements. Must have strong analytical and communication skills, and be able to work under pressure in a fast-paced BPO environment.