Remote Real-Time Analyst — Intraday Optimizer

Intelogix; Pasig; Hybrid; PHP 360,000 - 600,000; Full time

Job summary

InteLogix in Pasig, Philippines, is seeking a Real Time Analyst to monitor intraday queues, adherence and service levels, and to implement immediate actions to protect performance.

The role involves logging events, providing timely alerts to Operations, and reforecasting as conditions change, with a focus on accuracy and fast decision-making under pressure.

Candidates typically have 1–2+ years in real-time or intraday roles and experience with WFM tools and Excel.

Qualifications

• 1–2+ years in a real-time, intraday or command-centre role in a contact centre.
• Understanding of service level, occupancy, adherence and staffing dynamics.
• Ability to make fast, sound decisions under pressure.

Responsibilities

• Monitor real-time queues, staffing versus plan, adherence and service level.
• Take intraday actions — breaks, offline activity, skilling, overtime and VTO — to protect service level.
• Communicate real-time alerts and escalations to Operations promptly.
• Log and analyse intraday events; provide same-day and next-day recaps.

Skills

Real-time analysis

Intraday planning

Decision making under pressure

Clear communication

Vigilance

Tools

Real-time WFM/RTA tools

ACD/telephony dashboards

Excel (intermediate)

Job description

InteLogix in Pasig, Philippines, is seeking a Real Time Analyst to monitor intraday queues, adherence and service levels, and to implement immediate actions to protect performance.

The role involves logging events, providing timely alerts to Operations, and reforecasting as conditions change, with a focus on accuracy and fast decision-making under pressure.

Candidates typically have 1–2+ years in real-time or intraday roles and experience with WFM tools and Excel.