Real-Time Performance & Scheduling Analyst

Foundever®; Cebu City; On-site; PHP 360,000 - 540,000; Full time

Job summary

Foundever® is seeking a Real Time Analyst in Cebu City to support long-range planning and real-time performance analysis. You will collect, evaluate, and prepare reports for Operations/HR/WFM/Admin and develop dashboards to ensure SLAs are met.

The role requires strong Excel skills, reliable reporting, and the ability to interpret data for actionable decisions. You will collaborate with supervisors to optimize staffing and performance metrics.

Qualifications

• At least 1 year experience as a Real Time Analyst.
• Knowledge of reporting methodology, principles and procedures; working knowledge of monitoring/reporting tools including Excel and Office.
• Strong planning, time management and organizational skills.
• Highly motivated, self-starter with commitment to proposals/reports completion and maintenance.
• Display professionalism, integrity and maturity.
• Polished and poised with energy, confidence and enthusiasm.

Responsibilities

• Gather/generate reports (operations – volume, utilization) and provide daily/weekly/monthly statistical reports.
• Collate and update raw data base for reports.
• Respond to daily ad hoc and recurring report requests.
• Monitor real time queue and schedule adherence affecting SLAs.
• Accept call ins for absences and update tools; alert management on staffing spikes.
• Report intra-day schedule changes to Account Supervisor/Manager.
• Create and maintain agent-level schedules and attendance reporting.
• Ensure standard reports are submitted timely with complete/accurate information.
• Create simple templates as directed by supervisor.
• Upload monthly data to client’s web app and deliver reports on time.
• Collect/read raw data and prepare/generate standard presentations for in-depth analysis.
• Maintain data collection/tracking and records of contacts/results daily.
• Answer questions on standard reports and real-time monitoring concepts/procedures.
• May perform other duties as assigned.

Skills

Real Time Analyst

Time management

Organizational skills

Tools

Microsoft Excel

Office applications

Job description

Foundever® is seeking a Real Time Analyst in Cebu City to support long-range planning and real-time performance analysis. You will collect, evaluate, and prepare reports for Operations/HR/WFM/Admin and develop dashboards to ensure SLAs are met.

The role requires strong Excel skills, reliable reporting, and the ability to interpret data for actionable decisions. You will collaborate with supervisors to optimize staffing and performance metrics.