Real-Time Workforce Analyst - Live Ops & Insights

ING Hubs Philippines; Metro Manila; On-site; PHP 450,000 - 750,000; Full time

Job summary

ING in the Philippines is seeking a Real-Time Workforce Analyst to monitor live performance and implement immediate actions to keep service levels on track. You will drive intraday interventions and collaborate with Operations, HR, IT, and Workforce Planning to ensure a responsive, data-driven operation.

The role emphasizes establishing standardized real-time processes, governance, and decision-making frameworks, with a focus on real-time insights and performance optimization.

Qualifications

• Bachelor's degree.
• Minimum 3 years of Real-Time Analyst experience in a BPO/CC or shared services environment.
• Advanced Excel skills including Macros; proficient with Power BI.
• Strong analytical and problem-solving abilities with capacity to make informed decisions under pressure.

Responsibilities

• Monitor contact center queues, service level performance, volume fluctuations, AHT, and agent availability in real time.
• Execute real-time interventions: break management, skill adjustments, workload redistribution, overtime/undertime requests, and task reassignments.
• Perform intraday reforecasting based on trends, incidents, and unplanned shrinkage.
• Communicate urgent call-outs, adherence concerns, and operational requirements to agents.
• Partner with Team Leaders to address attendance gaps and adherence exceptions.
• Develop and standardize real-time analysis processes and escalation procedures.
• Serve as SME for real-time operations and workforce management best practices.
• Coordinate with cross-functional teams during high-impact events.
• Deliver hourly updates, intraday reporting, and end-of-day summaries.
• Provide actionable insights to leaders to support decisions.

Skills

Analytical thinking

Stakeholder management

Decision making under pressure

Independent work

Education

Bachelor's degree

Tools

Excel (Macros)

Power BI

Job description

ING in the Philippines is seeking a Real-Time Workforce Analyst to monitor live performance and implement immediate actions to keep service levels on track. You will drive intraday interventions and collaborate with Operations, HR, IT, and Workforce Planning to ensure a responsive, data-driven operation.

The role emphasizes establishing standardized real-time processes, governance, and decision-making frameworks, with a focus on real-time insights and performance optimization.