Real-Time Workforce Analyst

Global Payments Process Centre, Inc.; Quezon City; On-site; PHP 300,000 - 540,000; Full time

Job summary

Global Payments Process Centre, Inc. is seeking a Real Time Analyst to join our Workforce Management team in Manila.

You will monitor real-time operations, agent performance, queues, and service levels across channels, ensuring adherence and rapid response to disruptions. You’ll bring strong data interpretation, Excel skills, and a solid understanding of call center metrics to optimize staffing and provide actionable insights for stakeholders.

Qualifications

• 1 year or more experience as Real-Time Analyst or in CSR/TSR in a contact center/BPO.
• Proficient Excel; quick learner and thrives in fast-paced environments.
• Strong ability to analyze data and translate into workforce plans.
• Excellent attention to detail and communication; understands key call center metrics.

Responsibilities

• Monitor real-time operations across channels and agents to track performance.
• Ensure schedule adherence, manage exceptions, and escalate issues as needed.
• Respond to disruptions (system issues, volume spikes, staffing gaps) quickly.
• Optimize staffing via real-time adjustments and shrinkage management.
• Provide timely reports and updates to stakeholders on performance.

Skills

Real-time analysis

Data interpretation

Advanced Excel

Call center metrics

Education

Business/Finance/Math/Econ degree

Tools

Genesys

Verint

NICE

AWS

Talkdesk

Job description

Global Payments Process Centre, Inc. is seeking a Real Time Analyst to join our Workforce Management team in Manila.

You will monitor real-time operations, agent performance, queues, and service levels across channels, ensuring adherence and rapid response to disruptions. You’ll bring strong data interpretation, Excel skills, and a solid understanding of call center metrics to optimize staffing and provide actionable insights for stakeholders.