Real-Time Performance & Staffing Analyst

ResultsCX; Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

ResultsCX in Pasig, Philippines is seeking a Real Time Analyst to monitor call queues, staffing, and KPI metrics in real time, ensuring client and internal targets are met. The role requires strong analytical and communication skills, plus solid Excel experience.

You will work with global resource planners, manage intraday staffing, and provide KPI reporting and real-time leadership to LRPs. This full-time position offers an opportunity to contribute to performance gains in a fast-paced CX

Qualifications

• Analytical mindset and strong problem solving.
• Excellent written and verbal communication.
• Attention to detail and team player mindset.

Responsibilities

• Manage multiple call queues in real time.
• Monitor staffing levels to ensure planned coverage is met on the interval level.
• Track KPIs such as Service Level, Average Speed of Answer, and Occupancy.
• Provide KPI reporting to clients and internal teams.
• Coordinate with global resource planners for forecasting and scheduling.

Skills

Analytical mindset

Strong communication

Attention to detail

Team player

Problem solving

Attendance

Tools

Excel

Outlook

Word

PowerPoint

OneNote

Job description

ResultsCX in Pasig, Philippines is seeking a Real Time Analyst to monitor call queues, staffing, and KPI metrics in real time, ensuring client and internal targets are met. The role requires strong analytical and communication skills, plus solid Excel experience.

You will work with global resource planners, manage intraday staffing, and provide KPI reporting and real-time leadership to LRPs. This full-time position offers an opportunity to contribute to performance gains in a fast-paced CX