URGENT! Real Time Analyst - TP MOA

Teleperformance; Pasay; On-site; PHP 335,000 - 580,000; Full time

Job summary

Teleperformance in Pasay City, Metro Manila is seeking a Real Time Analyst to monitor and optimise call centre performance in real-time, ensuring peak efficiency and high service standards. The role requires strong analytical ability, CCMS/WFM experience, and the ability to communicate complex data clearly.

You will analyze KPIs, track queues, guide scheduling, generate real-time reports, and collaborate with QA to maintain compliance in a fast-paced environment.

Qualifications

• Proven experience in a real-time analyst role or similar operational performance monitoring position within a contact centre environment.
• Strong proficiency with call centre management systems (CCMS) and workforce management (WFM) software.
• Advanced analytical and mathematical skills with the ability to interpret complex performance data.
• Excellent attention to detail and ability to multi-task in a fast-paced environment.
• Strong communication skills, both written and verbal, with the ability to present data clearly to various audiences.
• Proficiency in Microsoft Excel and other data analysis tools.
• Knowledge of contact centre operations, including understanding of agent scheduling, call routing and quality management.
• Ability to work independently and as part of a team, demonstrating problem-solving capabilities.
• Customer service mindset with a focus on improving operational efficiency.
• High school diploma or equivalent; bachelor's degree in a related field is preferred.

Responsibilities

• Monitor real-time call centre performance metrics and KPIs throughout each shift.
• Track agent activity, call queues, wait times and service levels to identify trends and anomalies.
• Provide immediate feedback to supervisors and team leads regarding performance deviations and required adjustments.
• Generate real-time reports and dashboards to support management decision-making.
• Identify staffing gaps and resource allocation issues, recommending immediate corrective actions.
• Collaborate with quality assurance teams to ensure compliance with service standards and quality metrics.
• Analyse call patterns and customer volumes to support scheduling and forecasting initiatives.
• Communicate performance data and insights to management and operational teams.
• Assist in troubleshooting technical issues affecting performance tracking systems.
• Support the development and implementation of performance improvement initiatives.

Skills

Real-time analytics

CCMS expertise

WFM software

Excel

Data interpretation

Communication

Education

High school diploma or equivalent

Bachelor’s degree in a related field preferred

Tools

CCMS

Avaya

NICE

Job description

About the roleTeleperformance is seeking a Real Time Analyst to join our team at our Pasay City, Metro Manila location. This is an urgent, full-time position that plays a critical operational role in our contact centre management. As a Real Time Analyst, you will be responsible for monitoring and optimising call centre performance metrics in real-time, ensuring our team operates at peak efficiency whilst maintaining the highest standards of customer service. This role is essential to the smooth functioning of our operations and directly impacts the quality of service we deliver to our clients.

What you'll be doing

• Monitor real-time call centre performance metrics and key performance indicators (KPIs) throughout each shift

• Track agent activity, call queues, wait times and service levels to identify trends and anomalies

• Provide immediate feedback to supervisors and team leads regarding performance deviations and required adjustments

• Generate real-time reports and dashboards to support management decision-making

• Identify staffing gaps and resource allocation issues, recommending immediate corrective actions

• Collaborate with quality assurance teams to ensure compliance with service standards and quality metrics

• Analyse call patterns and customer volumes to support scheduling and forecasting initiatives

• Communicate performance data and insights to various stakeholders, including management and operational teams

• Assist in troubleshooting technical issues affecting performance tracking systems

• Support the development and implementation of performance improvement initiatives

What we're looking for

• Proven experience in a real-time analyst role or similar operational performance monitoring position within a contact centre environment

• Strong proficiency with call centre management systems (CCMS) and workforce management (WFM) software

• Advanced analytical and mathematical skills with the ability to interpret complex performance data

• Excellent attention to detail and ability to multi-task in a fast-paced environment

• Strong communication skills, both written and verbal, with the ability to present data clearly to various audiences

• Proficiency in Microsoft Excel and other data analysis tools

• Knowledge of contact centre operations, including understanding of agent scheduling, call routing and quality management

• Ability to work independently and as part of a team, demonstrating problem-solving capabilities

• Customer service mindset with a focus on improving operational efficiency

• High school diploma or equivalent; bachelor's degree in a related field is preferred

• Experience with Avaya, NICE or similar contact centre platforms is advantageous