Real-Time Performance Analyst – KPI & Staffing

ResultsCX; Manila; On-site; PHP 502,000 - 725,000; Full time

Job summary

ResultsCX is recruiting a Real Time Analyst in Pasig, Philippines to monitor performance across multiple call queues in real time and ensure planned coverage is met. You will oversee service levels, occupancy, and key metrics, taking actions to help achieve client and internal targets.

This role requires sharp analytical thinking, strong communication, and a collaborative approach. You will partner with Global Resource Planners, provide real-time leadership to LRPs, and deliver KPI reporting to

Qualifications

• Analytical mindset with focus on data-driven decisions.
• Excellent attendance and reliability in shift work.
• Strong written and verbal communication skills.
• Attention to detail and accuracy in reporting.
• Team player with collaborative mindset.
• Proven problem-solving abilities.

Responsibilities

• Monitor multiple call queues in real time.
• Watch staffing levels to meet coverage targets.
• Track real-time metrics: SLA, ASA, Schedule Adherence.
• Manage occupancy, AHT, and After Call Work against thresholds.
• Provide outage and crisis management communications.
• Oversee interval, daily, weekly, monthly plans.
• Provide KPI reporting to client and Results teams.
• Develop and implement KPI action plans to improve performance.
• Coordinate with Global Resource Planners for staffing.
• Provide real-time skilling adjustments.
• Serve as main contact between Results and Client Partners.
• Lead Local Resource Planners in intraday staffing.

Skills

Analytical mind

Excellent attendance

Written and verbal communication

Attention to detail

Team player

Problem solving

Microsoft Excel

Microsoft Outlook

Microsoft Word

PowerPoint

OneNote

Tools

Microsoft Excel

Microsoft Outlook

Microsoft Word

PowerPoint

OneNote

Job description

ResultsCX is recruiting a Real Time Analyst in Pasig, Philippines to monitor performance across multiple call queues in real time and ensure planned coverage is met. You will oversee service levels, occupancy, and key metrics, taking actions to help achieve client and internal targets.

This role requires sharp analytical thinking, strong communication, and a collaborative approach. You will partner with Global Resource Planners, provide real-time leadership to LRPs, and deliver KPI reporting to