Real-Time Workforce Analyst — On-Site

NTT DATA, Inc.; Quezon City; On-site; PHP 502,000 - 725,000; Full time

Job summary

NTT DATA, Inc. in the Philippines is hiring a Real Time Analyst (BPO Workforce) to support intraday performance with daily liaison to operations and leadership. This on-site role focuses on agent schedules, adherence, and real-time monitoring across channels.

You will collaborate with Operations, Workforce Management, Training, Quality, and Leadership to optimize service levels, analyze trends, and communicate risks and staffing needs quickly.

Qualifications

• Experience with WFM or Real Time Analyst role is an asset.
• Knowledge of contact centre operational management methodologies.
• Proficient in MS Excel, Teams, and Outlook.
• Excellent verbal and written communication skills (English).
• Ability to multitask and prioritize competing demands while maintaining accuracy.
• Comfortable working in a fast-paced, high-volume environment.
• Commitment to delivering high-quality service and operational excellence.

Responsibilities

• Maintain agent schedules and shift activities to capture ongoing changes, adherence and absenteeism.
• Monitor real-time contact center performance across channels (voice, chat, email, back-office).
• Update skilling strategies throughout the day to meet service level targets.
• Action high importance items in a timely manner.
• Analyze intraday trends and performance metrics to identify risks and opportunities.
• Communicate staffing shortages, call volume spikes, system outages, and operational risks to leadership.
• Coordinate with Operations, WFM, Training, Quality, and Leadership on staffing and priorities.
• Identify trends impacting productivity and provide recommendations to improve efficiency.
• Manage schedule change requests, overtime, time-off requests, and VTO initiatives.

Skills

MS Excel

MS Teams

MS Outlook

Communication

Multitasking

Problem solving

Tools

WFM software

Real Time Analytics tools

Job description

NTT DATA, Inc. in the Philippines is hiring a Real Time Analyst (BPO Workforce) to support intraday performance with daily liaison to operations and leadership. This on-site role focuses on agent schedules, adherence, and real-time monitoring across channels.

You will collaborate with Operations, Workforce Management, Training, Quality, and Leadership to optimize service levels, analyze trends, and communicate risks and staffing needs quickly.