Real-Time Workforce Analyst: Contact Center Ops

ING Hubs B.V. Philippine Branch; Makati; On-site; PHP 550,000 - 750,000; Full time

Job summary

ING Hubs B.V. Philippine Branch is seeking a Real-Time Workforce Analyst in Makati to translate live data into immediate actions. You will monitor service levels, AHT, and agent availability, and implement real-time interventions to keep performance on track.

With a focus on intraday forecasting and governance, you’ll standardize processes and collaborate across Operations, IT, HR, and Workforce Planning to support fast, informed decisions in a dynamic contact center environment.

Qualifications

• Bachelor’s degree is required.
• Minimum 3 years of Real-Time Analyst experience in a BPO, contact center, or shared services.
• Strong knowledge of workforce management and real-time analysis metrics.
• Proficiency in Excel (Macros) and Power BI is essential.

Responsibilities

• Monitor intraday performance, queues, and service levels in real time.
• Execute interventions like break management, workload redistribution, and reforecasting.
• Provide real-time insights and escalation guidance to leadership.
• Collaborate with Operations, HR, IT, and Workforce Planning during events.
• Deliver hourly updates, intraday reporting, and end-of-day summaries.

Skills

Real-time analysis

Workforce management

Stakeholder management

Communication

Independent work

Education

Bachelor’s degree

Tools

Power BI

Excel Macros

Job description

ING Hubs B.V. Philippine Branch is seeking a Real-Time Workforce Analyst in Makati to translate live data into immediate actions. You will monitor service levels, AHT, and agent availability, and implement real-time interventions to keep performance on track.

With a focus on intraday forecasting and governance, you’ll standardize processes and collaborate across Operations, IT, HR, and Workforce Planning to support fast, informed decisions in a dynamic contact center environment.