Real-Time Workforce Analyst: Live Operations & Insights

ing; Manila; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

ING is hiring a Real-Time Workforce Analyst to monitor live performance, intervene intradiy in real time, and support decision-making to keep service levels on track. You will forecast intraday trends, coordinate with Operations, HR, IT, and Team Leaders, and establish standardized real-time processes.

The role requires strong Excel and Power BI skills and at least 3 years in a similar setting. You will work in a fast-paced environment with a focus on immediate actionable insights and robust

Qualifications

• Bachelor's degree required.
• Minimum 3 years of Real-Time Analyst experience in a BPO/ contact center.
• Strong knowledge of WFM principles and operational metrics.
• Advanced Excel (Macros) and Power BI skills.

Responsibilities

• Monitor contact center queues, service levels, volume fluctuations, AHT and agent availability in real time.
• Execute immediate intraday interventions including break management and workload redistribution.
• Perform intraday reforecasting based on trends and incidents.
• Communicate urgent call-outs and adherence issues to agents.
• Partner with Team Leaders to address attendance gaps and adherence exceptions.
• Develop and standardize real-time analysis processes and escalation procedures.
• Act as SME for real-time operations and WF management best practices.
• Coordinate with Operations, IT, HR, and WF Planning during high-impact events.
• Deliver hourly updates, intraday reporting, and end-of-day summaries.
• Provide actionable insights to leaders for operational decisions.

Skills

Real-Time Workforce Management

Real-Time Analysis

Analytical Thinking

Communication

Stakeholder Management

Independent Work

Education

Bachelor's degree

Tools

Excel with Macros

Power BI

Job description

ING is hiring a Real-Time Workforce Analyst to monitor live performance, intervene intradiy in real time, and support decision-making to keep service levels on track. You will forecast intraday trends, coordinate with Operations, HR, IT, and Team Leaders, and establish standardized real-time processes.

The role requires strong Excel and Power BI skills and at least 3 years in a similar setting. You will work in a fast-paced environment with a focus on immediate actionable insights and robust