Remote Real-Time Analyst – Optimize Staffing & Insights

MicroSourcing; Manila; On-site; PHP 558,000 - 893,000; Full time

Benefits offered by this job

Healthcare coverage day one

Dependents coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Real Time Analyst to monitor and optimize real-time and intra-day queues, service levels, and agent adherence across a work-from-home setup in the Philippines. The role requires strong data accuracy and the ability to adjust staffing dynamically in response to volume shifts.

You will work with enterprise WFM concepts and multi-channel queues, communicating trends clearly to leadership while escalations are handled promptly.

Qualifications

• Real-Time Queue Management experience in contact centers.
• Monitor intra-day service levels, queue metrics, and response times.
• High data accuracy in workforce performance reporting.
• Strong problem-solving and escalation capabilities.
• Clear verbal and written communication of technical data.

Responsibilities

• Monitor real-time and non-real-time queues, service levels, and agent schedule adherence.
• Adjust daily staffing schedules based on volume spikes or business shifts.
• Offer extra hours or VTO to balance headcount with forecasted volume.
• Maintain and validate large datasets with high accuracy.
• Communicate daily performance trends to managers and leadership.
• Work with agents and team leads on adherence and schedules.
• Escalate outages, system bugs, or staffing deficits promptly.

Skills

Real-Time Queue Management

Schedule Adherence Tracking

Data Integrity & Accuracy

Problem-Solving & Escalation

Clear Communication

Multi-Channel Queues

Tools

Verint

NICE IEX

Genesys

Aspect

Excel

Job description

MicroSourcing is seeking a Real Time Analyst to monitor and optimize real-time and intra-day queues, service levels, and agent adherence across a work-from-home setup in the Philippines. The role requires strong data accuracy and the ability to adjust staffing dynamically in response to volume shifts.

You will work with enterprise WFM concepts and multi-channel queues, communicating trends clearly to leadership while escalations are handled promptly.