Real-Time SLA & Workforce Analyst

Peak Support Global Enterprise; Philippines; On-site; PHP 300,000 - 540,000; Full time

Job summary

Peak Support Global Enterprise is seeking a Real-Time Analyst to join the Workforce team in Philippines. You will support daily workforce operations and help ensure service level agreements are consistently met, with emphasis on real-time monitoring and reporting.

You will collaborate with operations leads to optimize delivery processes, generate forecast data, and produce routine internal reports. The role requires initiative, strong time management, and the ability to handle multiple projects

Qualifications

• Demonstrates initiative and proactivity in daily tasks.
• Manages time effectively to meet tight deadlines.
• Maintains an excellent attendance record.
• Shows strong problem-solving and analytical thinking.
• Works well in a team with a positive attitude.
• Capable of handling multiple projects simultaneously.

Responsibilities

• Manage call volume, break schedules, start/stop times, and attendance.
• Collaborate with operations team to improve delivery processes.
• Generate PTO allocations daily, weekly, and monthly.
• Oversee daily operations bridge and align leads to SLA needs.
• Produce daily, biweekly, and monthly internal reports.
• Use trends and reports to forecast schedule and headcount needs.
• Assist with projects and other duties assigned by manager/director.

Skills

Initiative

Time Management

Attendance

Problem-Solving

Team Player

Multi-Project Mgmt

Job description

Peak Support Global Enterprise is seeking a Real-Time Analyst to join the Workforce team in Philippines. You will support daily workforce operations and help ensure service level agreements are consistently met, with emphasis on real-time monitoring and reporting.

You will collaborate with operations leads to optimize delivery processes, generate forecast data, and produce routine internal reports. The role requires initiative, strong time management, and the ability to handle multiple projects