Real-Time Service Level Analyst

EST GC Services International, LLC - Philippine Branch; Pasig; Hybrid; PHP 446,000 - 558,000; Full time

Job summary

InteLogix is seeking a real-time intraday specialist to monitor queues, manage staffing against plan, and protect service levels. You will use WFM dashboards (NICE IEX, Verint, Genesys, Aspect) to log events and trigger swift actions.

The role requires 1–2 years in intraday or command-centre work in a contact centre, with strong Excel skills and the ability to make fast decisions under pressure. Join a global team delivering superior customer experiences.

Qualifications

• 1-2+ years in a real-time, intraday or command-centre role in a contact centre.
• Understanding of service level, occupancy, adherence and staffing dynamics.
• Ability to make fast, sound decisions under pressure.

Responsibilities

• Monitor real-time queues, staffing versus plan, adherence and service level.
• Take intraday actions - breaks, offline activity, skilling, overtime and VTO - to protect service level.
• Communicate real-time alerts and escalations to Operations promptly.
• Log and analyse intraday events; provide same-day and next-day recaps.
• Manage adherence and real-time exception tracking.
• Reforecast intraday and flag risks to the plan as conditions change.

Tools

NICE IEX

Verint

Genesys

Aspect

Excel

Job description

InteLogix is seeking a real-time intraday specialist to monitor queues, manage staffing against plan, and protect service levels. You will use WFM dashboards (NICE IEX, Verint, Genesys, Aspect) to log events and trigger swift actions.

The role requires 1–2 years in intraday or command-centre work in a contact centre, with strong Excel skills and the ability to make fast decisions under pressure. Join a global team delivering superior customer experiences.