Senior Real Time Analyst

IntouchCX; Metro Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

IntouchCX is seeking a Senior Real Time Analyst to deliver Workforce Management as a service for a client command center. You will manage the vendor network and act as a key SME for the team, guiding daily operations and performance.

You will monitor service KPIs, forecast vs actuals, and lead intraday adjustments, with strong focus on stakeholder communication and data-driven insights.

Qualifications

• University degree in a technical or mathematical field preferred.
• 3+ years experience in a call center environment required.
• Minimum 1 year Workforce Management experience required.
• Strong MS Excel/Google Sheets skills and charts/graphs creation.

Responsibilities

• Act as shift point of contact and oversee the team in manager's absence.
• Conduct RTA huddles and pass updates to the team.
• Train new members as SME and mentor the team.
• Monitor client KPIs and staff performance across vendors.
• Manage incidents (BCP, tools or WFM system outages) and communicate status.
• Lead intraday management and daily performance reviews with clients/vendors.
• Forecast vs actual governance, re-forecast staffing within the day.
• Approve extra time, VTO, and off-phone requests by vendors.
• Provide updates to stakeholders on trends and mitigation actions.
• Perform end-of-day root cause analysis and share findings with leadership.

Skills

Excel/Google Sheets

Pivot Tables

V-Lookup/X-Lookup

Index/Match

Charts/Graphs

Data analysis

Communication

WFM tools

Education

University degree (technical/math/statistical preferred)

Tools

NICE IEX

Aspect eWFM

Verint

Calabrio

Job description

About the Job

The Senior Real Time Analyst position will be responsible for providing Workforce Management (WFM) as a service (RTA role) for a client command center. This person will be managing the vendor network.

As Senior Real Time Analyst (RTA), You Will…

Act as shift point of contact:

• Overlook the team in the absence of the Manager/Supervisor
• Conduct RTA huddles and pass updates to the team
• Act as SME and train new members in the team

Queue management:

• Monitor client enterprise service KPIs (service level) and staff performance across all vendors throughout the day
• Situational management (vendor level)
  • BCP situations: Tools issues, WFM Systems issues, etc.
  • Routing / downtime issues - Create and manage war room o Make announcements about outages on respective client tools.
• Intraday Management
• Facilitate daily syncs with clients/vendors to review performance
• Monitor forecast vs actual governance at the enterprise level (service KPIs, handling capacity, shrinkage, handle time, service levels)
• Re-forecast within the day to project staffing gaps and share across the network to address over/under staffing
• Approve and push extra time/VTO/off phone requests by vendors
• Communicate directly with the stakeholders on trends, staffing levels, and mitigation tactics needed to improve service levels performance
• Perform root cause analysis (end of day) & provide updates to enterprise network & leadership team

Reporting:

• Track daily/weekly/monthly performance and provide context on the following metrics:
• • Service Level/ASA
  • Shrinkage/Absenteeism
  • EOD reports

Additional tasks:

• Provide regular feedback to the planning and scheduling team

As Senior Real Time Analyst (RTA), You Have…

• A University education with a technical background (mathematical or statistical course desirable) is preferred
• 3+ years previous call center experience required
• Minimum 1 year WorkForce Management experience is required
• Previous work experience working with Global vendors is considered an asset
• Advanced level of MS Excel/Google sheets
• • Pivot Tables
  • V-Lookup/X-Lookup
  • Index/Match
• Ability to create charts/graphs
• 1+ years of previous experience with any WFM tools is required
  • NICE IEX
  • Aspect eWFM
  • Verint
  • Calabrio
• Knowledge of programming / Tableau will be an asset
• Excel/BI/Reporting tools certifications will be an asset
• Good communication skills,local language and English (required)
• Additional languages would be an asset
• Ability to identify emerging trends, measure impact on the business and use good judgment
• Experience in facilitating meetings
• Proactively distill and analyze data, charts, and graphs into actionable insights & present recommendations to stakeholders and other audiences
• Able to collaborate with client’s cross-functional teams and vendor RTA teams
• Clear and concise, written and verbal communication (in English)
• Fundamental understanding of call center metrics