URGENT! Real Time Analyst - TP Rockwell

Teleperformance; Pasig; On-site; PHP 391,000 - 725,000; Full time

Job summary

Teleperformance in Pasig City, Metro Manila, is seeking a Real Time Analyst to monitor and optimize call centre performance in real time. The role focuses on real-time KPIs, queue management, and staffing adjustments to sustain peak efficiency.

The ideal candidate has proven experience in real-time analysis within contact centres, strong analytical skills, and proficiency with CCMS and WFM tools, along with excellent communication abilities.

Qualifications

• Experience in a real-time analyst or similar performance monitoring role in a contact centre.
• Proficient with CCMS and WFM software.
• Strong analytical and mathematical skills to interpret performance data.
• Detail-oriented and able to multi-task in a fast-paced environment.
• Excellent written and verbal communication to present data clearly.
• Proficient in Microsoft Excel and data analysis tools.
• Knowledge of agent scheduling, call routing and quality management.

Responsibilities

• Monitor real-time call centre performance metrics and KPIs across shifts.
• Track agent activity, queues, wait times and service levels to identify trends.
• Provide immediate feedback to supervisors on deviations and adjustments.
• Generate real-time reports and dashboards for management decisions.
• Identify staffing gaps and suggest corrective actions.
• Collaborate with QA to ensure service standards and quality metrics.
• Analyze call patterns to support scheduling and forecasting.
• Communicate performance data to stakeholders.
• Assist in troubleshooting issues affecting tracking systems.
• Support development and implementation of performance improvement initiatives.

Skills

Real-time monitoring

CCMS experience

WFM software

Analytical skills

Excel

Communication skills

Scheduling/forecasting

Problem solving

Customer service mindset

Education

Bachelor's degree preferred

High school diploma or equivalent

Tools

Avaya

NICE

Job description

About the role

Teleperformance is seeking a Real Time Analyst to join our team at our Pasig 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