Real-Time Workforce Analyst for Operational Excellence

Intelegencia; Philippines; On-site; PHP 558,000 - 781,200; Full time

Job summary

Intelegencia in the Philippines is seeking a Real-Time Analyst to monitor, analyze, and report workforce performance to help meet service levels across channels. This role supports intraday decisions, immediate scheduling adjustments, and operational efficiency in a fast-paced environment.

You will track agent performance, implement intraday changes, prepare timely performance, variance, and trend reports for stakeholders, and collaborate with operations and workforce teams to address staffing

Qualifications

• Bachelor’s degree in Business, Operations Management, or a related field.
• 2–3 years of experience managing operations within customer service or eCommerce.
• Strong understanding of workforce management methods including RCA, Pareto analysis, and data visualization.
• Experience in maintaining, analyzing, and reporting operational statistics.
• Solid understanding of key performance and penalty-driven metrics.
• Proficiency in MS Office and Google Workspace.
• Knowledge of call center metrics such as AHT, Service Level, Occupancy, and Adherence.
• Strong leadership, analytical, problem-solving, and decision-making skills.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced, dynamic environment.
• Strong organizational skills to manage multiple tasks accurately and on time.
• Intermediate mathematical skills.
• Working knowledge of quality and process improvement tools such as DMAIC and RCA.
• Understanding of profit and loss concepts.
• Auditing, process documentation, project management, and people management skills.

Responsibilities

• Monitor real-time agent performance, including schedule adherence, queue volumes, and service levels across multiple channels
• Implement and recommend intraday adjustments such as schedule changes, break movements, and overtime to meet operational targets
• Analyze operational data and prepare timely performance, variance, and trend reports for stakeholders
• Collaborate closely with operations and workforce teams to address staffing or performance gaps
• Identify, escalate, and help mitigate risks that may impact service levels or client commitments
• Support forecasting and capacity planning efforts by validating forecasts and improving scheduling accuracy through real-time insights

Skills

Leadership

Analytical thinking

Problem solving

Decision making

Verbal communication

Written communication

Organizational skills

Multi-tasking

Intermediate math

Quality improvement tools

Profit and loss concepts

Education

Bachelor’s degree in Business/Operations Management

Tools

MS Office

Google Workspace

Data visualization tools

Job description

Intelegencia in the Philippines is seeking a Real-Time Analyst to monitor, analyze, and report workforce performance to help meet service levels across channels. This role supports intraday decisions, immediate scheduling adjustments, and operational efficiency in a fast-paced environment.

You will track agent performance, implement intraday changes, prepare timely performance, variance, and trend reports for stakeholders, and collaborate with operations and workforce teams to address staffing