Real-Time Performance Specialist

Helpware Inc.; Cebu City, Taguig; On-site; PHP 279,000 - 468,720; Full time

Job summary

Helpware Inc. seeks a Real-Time Analyst to optimize service levels across Operations accounts in Cebu. You will actively monitor queues, respond to events, and coordinate with Team Captains and Management to implement action plans.

Ideal candidates have 1+ year in Workforce Management, strong Excel skills, and excellent communication. Night shifts may be required as needed to maintain performance across accounts.

Qualifications

• 1+ year of Workforce Management experience in call center/customer service.
• Basic knowledge of workforce management processes, metrics and scheduling.
• Fluency in English (B2+).
• Advanced Excel skills and strong organizational skills.
• Ability to learn quickly in a dynamic environment and lead others.

Responsibilities

• Monitor real-time queue performance and service levels.
• Provide real-time updates and escalate major incidents to management.
• Communicate with Team Captains and Operations Management.
• Assist with training for Team Captains and new hires.
• Maintain accurate records of real-time operations.

Skills

English fluency

Time management

Project management

Analytical skills

Problem solving

Decision making

Presentation skills

Attention to detail

Leadership

Customer orientation

Tools

Baleen

BluePumpkin

CentreVu

NICE

iEX

Verint

MS Office

Job description

Helpware Inc. seeks a Real-Time Analyst to optimize service levels across Operations accounts in Cebu. You will actively monitor queues, respond to events, and coordinate with Team Captains and Management to implement action plans.

Ideal candidates have 1+ year in Workforce Management, strong Excel skills, and excellent communication. Night shifts may be required as needed to maintain performance across accounts.