Remote Real-Time Analyst for Workforce Optimization

Peak Support; Philippines; Remote; PHP 360,000 - 600,000; Full time

Job summary

Peak Support is seeking a Real-Time Analyst to join our Workforce team, supporting daily operations and helping ensure SLAs are met across our client lines. The role focuses on managing call volume, break schedules, attendance, and generating reports; you will forecast requirements and collaborate with operations to improve delivery processes.

We offer remote work with an established team and opportunities for growth as we expand.

Qualifications

• Demonstrate sound work ethics.
• Must have mid to advanced level Microsoft Excel / Google sheet skills – Including advanced formulas, also Word and Email
• Proficiency of VBA Macros is a plus
• Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin is a plus
• Ability to create reports in Excel and forecast results
• Attention to detail and high level of accuracy
• Ability to multi-task, focus and complete reports for extended periods of time
• Previous call center experience REQUIRED
• Previous Workforce Management experience is considered an asset

Responsibilities

• Manage the call volume, break schedules, start, and stop times, over-time (as needed) and attendance
• Work closely with the operations team to analyze and help improve their delivery processes
• Generate PTO allocation daily, weekly, and monthly
• Manage the daily operations bridge and ensure that all leads are calibrated with the needs to improve SLA
• Produce daily, biweekly, and monthly internal reports
• Use trends and reports to forecast requirements (schedule and headcount)
• Assist with projects and other duties as requested or assigned by his/her manager/director

Skills

Time management

Attention to detail

Problem solving

Communication skills

Adaptability

Team player

Tools

Microsoft Excel

Google Sheets

VBA Macros

Microsoft Word

Email

IEX

CMS

Avaya

Symposium

Blue Pumpkin

Job description

Peak Support is seeking a Real-Time Analyst to join our Workforce team, supporting daily operations and helping ensure SLAs are met across our client lines. The role focuses on managing call volume, break schedules, attendance, and generating reports; you will forecast requirements and collaborate with operations to improve delivery processes.

We offer remote work with an established team and opportunities for growth as we expand.