Real Time Analyst

Singtel; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading telecommunications company in Singapore is seeking a Real Time Analyst to manage the performance of customer support channels. This role involves real-time monitoring, communication of outage messages, and collaboration with various stakeholders. The ideal candidate will have a diploma and experience in contact centers, as well as strong analytical and communication skills. Join us to unlock new opportunities and accelerate your growth.

Qualifications

• Diploma in any discipline.
• Has prior contact centre related experience.
• Proficient in Microsoft Office.
• Analytical skills and able to multi-task.
• Knowledge of Workforce Mgmt systems is an advantage.
• Good communication and interpersonal skills.

Responsibilities

• Manage real-time performances of inbound and outbound channels.
• Communicate outage messages to customers.
• Analyze drivers for surge in calls/chats.
• Prepare incident reports and monitor productivity.
• Assist CCOs with issues during floor walk.

Skills

Diploma in any discipline

Contact centre experience

Proficient in Microsoft Office

Analytical skills

Communication skills

Job description

Real Time Analyst

Date: 13 Nov 2025

Location: Singapore, Singapore

Company: Singtel Group

Be a Part of Something BIG!

The Real Time Analyst (RTA) manages the 24X7 real time performances of the Customer Success' inbound and outbound channels. This includes timely call out and decision making to mitigate any issues that may surface.

The RTA acts as SPOC for Customer Success interfacing with key stakeholders such as Networks, IT, Corp Comm, etc. in managing incidents according to the Incident Management Framework.

The RTA is responsible for communicating planned and unplanned outage messages to customers on various platforms such as Facebook, Twitter, and IVR.

Make an Impact by

1. Meeting performance Service Level targets:

   • Hotlines: 75%/90s
   • Messaging: 80%/300s

   [This includes real time monitoring and call out to operations for action on unproductive states, load balancing between hotlines and messaging to mitigate challenges, call out for over time due to unforeseen situation impacting the performance].

2. Daily/Weekly/Monthly Attendance, Absenteeism and Adherence tracking, reporting and calling out any anomalies.
3. Identify and analyse drivers for surge in calls/chats by listening to live calls, reading chat interactions, referencing reports in Tableau, and posts on Facebook and Twitter.
4. Incident Management includes providing timely and regular updates on call queue, trouble ticket count, symptoms of issues, preparing and uploading IVR and Facebook messages, etc.
5. Prepare and send SMS notifications to affected customers on planned and unplanned outages within SLA.
6. Timely update/plotting of CCOs schedule adjustments or shrinkage in the WFM systems.
7. Weekly upkeep and maintain the Hotline Skills Masterfile.
8. SEF (Service Excellence Framework) Adherence/Shrinkage validation.
9. Prepare weekly incident reports for WTM.
10. Weekly OT solicitation based on Intra Day Performance (IDP) requirements and track the take up and fulfilment.
11. Floor walk/real-time call outs of CCOs' productivity and assist CCOs on any issues (e.g., systems, applications, etc.). At least one floor support at each site/floor in Singapore and MCC.
12. Managing the monthly planned leaves within the allocated time off pool for all the hotlines.
13. Plotting of unplanned shrinkages and meal/break adjustments.
14. Preparing monthly Outliers Report (Absenteeism, TCPH, Adherence and AHT).
15. Real-time monitoring and call out the productivity of messaging agents.
16. Provide analysis on the performance for LOBs especially when not meeting SL.
17. Prepare Weekly/Monthly patterned MC trending.
18. Weekly tracking/maintaining the Pandemic BCP Master File.
19. Support the Quarterly Call Tree Exercise.
20. Central point to issue CAST/SingtelTVGO token/golden passes to Operations.
21. Quarterly SIN TL Handset / Duty phone audit check, ensuring phones are aligned with Enhanced Intune profile for security measures on features that are only enabled for use and that should be disabled.
22. Weekly upkeep and maintain the Messaging Skill Masterfile.
23. Call out postings on social media platforms (Facebook, Twitter and Instagram) that may have impact to operations.
24. Activation of Unplanned Outages holding statement for Shirley via Dialogflow.
25. Validate and call out the Shirley Bomb threat SMS alert received from MSTA, Whatsapp or Singtel.com for potential Bomb threat.

Skills for Success

• Diploma in any discipline.
• Has prior contact centre related experience (e.g., realtime analyst, workforce mgmt, operations team lead).
• Proficient in Microsoft Office.
• Analytical skills and able to multi-task.
• Knowledge of Workforce Mgmt systems will be an added advantage.
• Good communication and interpersonal skills.

Are you ready to say hello to BIG Possibilities?

Take the leap with Singtel to unlock new opportunities and accelerate your growth. Apply now and start your empowering career!