Real-Time Workforce Analyst: Contact Center Insights

Fpsinc; Pasig; On-site; PHP 300,000 - 540,000; Full time

Job summary

Full Potential Solutions (FPS) is seeking a highly analytical Real-Time Analyst (RTA) to join our Workforce Management team in Manila. You will monitor intraday performance, adjust staffing, and drive service levels to ensure optimal customer experience across channels.

You will track KPIs such as SLA, AHT, Adherence and Occupancy, collaborate with Team Leads and Forecasting to improve planning, and contribute to daily, weekly, and monthly reporting with meticulous real-time documentation.

Qualifications

• Bachelor’s degree in Business, Operations, or related field.
• 1–2 years of real-time analyst, workforce management, or call center operations experience.
• Proficiency with workforce management tools (Verint, NICE, Genesys, Aspect, Five9 or similar).
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and collaboration skills.
• Ability to work under pressure in a fast-paced environment.
• Flexibility to work different shifts, including weekends/holidays if needed.

Responsibilities

• Monitor real-time queue performance, call volume, and agent availability across multiple channels (voice, chat, email).
• Make intraday schedule adjustments (breaks, lunches, overtime, early release) to optimize staffing coverage.
• Track and report intraday KPIs (Service Level, AHT, Adherence, Occupancy, Shrinkage).
• Coordinate with Team Leads and Operations to align staffing and performance gaps.
• Provide real-time communication and updates to stakeholders on performance and incidents.
• Identify trends in call volume or agent behavior and escalate when necessary.
• Support WFM in daily, weekly, and monthly reporting.
• Maintain accurate, timely documentation of real-time actions and outcomes.
• Collaborate with Scheduling and Forecasting Analysts to improve WFM planning.

Skills

Workforce management tools

Analytical thinking

Communication

Working under pressure

Flexibility

Education

Bachelor’s degree in Business/Operations

Tools

Verint

NICE

Genesys

Aspect

Five9

Job description

Full Potential Solutions (FPS) is seeking a highly analytical Real-Time Analyst (RTA) to join our Workforce Management team in Manila. You will monitor intraday performance, adjust staffing, and drive service levels to ensure optimal customer experience across channels.

You will track KPIs such as SLA, AHT, Adherence and Occupancy, collaborate with Team Leads and Forecasting to improve planning, and contribute to daily, weekly, and monthly reporting with meticulous real-time documentation.